Customer Service Order Management - English speaker
Teleperformance
- Lisboa
- Permanente
- Horário completo
- Receive and distribute incoming customer orders;
- Communicate order entry and fulfillment issues with Sales and Customer Experience members as required;
- Ensure record accuracy by maintaining data integrity during the order entry process;
- Handles order management from entry to delivery and resolves complex customer billing issues, ensuring effective resolution and an improved customer experience;
- Collaborates and coordinates cross-functionally with Customer Care, Pricing Team and Accounts Receivable to ensure correct information;
- Identifies continuous improvement opportunities and provides feedback for process improvement and at knowledge database updates;
- Provides support to other Care team members as needed;
- Follows up on internal holds pertaining to credits processed on behalf of customers;
- Intimately understand proper case handling process and can identify different business unit responsibilities.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Minimum 2 year of experience in a customer service role;
- Proven track record driving process improvement initiatives;
- Experience working with ERP systems: Oracle, Agile and Salesforce preferred;
- Excellent mandatory written communication in English + one other European language;
- Excellent problem-solving skills and mathematical reasoning;
- Accurate and timely execution;
- Ability to multi-task, embrace change and innovate in a fast-paced environment;
- Ability to analyze data to identify trends and root cause issues;
- Ability to adapt in a dynamic work environment and make independent decisions;
- Basic Excel Skills
- Represents the company professionally, ethically and morally at all times.
- Life Insurance (28 months of salary of Company paid life insurance, costs are age banded and average annual cost for a 35-year-old employee is 110 euros);
- Health Insurance (employees with an Aon sponsored health plan that provides competitive coverage (50th percentile), 24/7 Doctor App, 2nd medical opinions, prescription, dental and vision coverage and more);
- Sick Leave (100% of pay for the first 3 days of a state paid leaves, would not apply for hospitalizations covered by the state from day 1, vacation and holidays and 25 days of vacation and the state mandated 13 public holiday.
- The contract will be signed directly with the client.