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Customer Care Agent
2 months ago
As the preferred partner for window and door automation, Somfy is committed to inspiring new and better ways of living for all. Better ways of producing, consuming, and housing that we must imagine together around the world in order to inhabit our planet in a more virtuous and permanent way. Acting for better ways of living means fostering the alliance of a sustainable economic model with environmental protection and self-fulfillment for everyone.
As a French, family-owned, and independent group, in continuous growth since our creation, we have been world leaders for 50 years and pioneers in home automation. innovation continuously guides our work and guarantees the excellence of our solutions.
We are present in 59 countries, with eight production sites and 17 R&D centers. We are pursuing an ambitious industrial strategy based on “Smart Living” and the value we bring to our customers.
We are committed to reducing our environmental footprint every day. Today, more than 60% of our products are eco-designed, and all will be by 2030. At the same time, we have implemented a responsible purchasing policy that prioritizes local suppliers.
We are deeply committed to the well-being of our 6,880 employees, we promote their sustainable employability by promoting internal mobility and developing their skills. We foster diversity and inclusion by building on our strong corporate culture.
Job Description
Provide best in class support to customers with complaints and inquiries by providing accurate information about product, services, and purchase order details. Identify and diagnose issues efficiently and accurately in order to achieve a high level of customer satisfaction.
Manually process purchase orders in an ERP system
Gather shipment details and update customers as required.
Respond to general customer inquiries; escalate to appropriate team members when necessary.
Process Return/Refund requests in an ERP and Logistics system (UPS/FedEx) • Execute appropriate solutions, alternatives, and follow up to ensure resolution on issues.
Creating visibility, and transparent communication internally and to customers with CRM (Salesforce).
Communicate regularly with the Customer Service Manager to provide updates on workload, scheduling, and any pertinent data that may affect regular business.
Help define, build, and maintain workflows within the platform to improve, operationalize and streamline relevant processes across different teams.
Qualifications
Flexible/Staggered business hours for nationwide coverage
Razor sharp eye for detail and excellent knowledge of data management, creativity in problem-solving and multitasking.
Excellent written and communication skills, with ability to communicate to all levels of the organization.
Exceptional organizational skills with ability to prioritize, work with competing deadlines, and ability to adapt to change.
Proven experience with problem solving skills to deliver highest level of service excellence.
Ability to work both independently and as part of a best-in-class team.
Self-motivated, ability to thrive in a fast-moving, and constantly evolving environment
Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty
Additional Information
Three days in the office, two days remote
Competitive salary commensurate with experience.
Full corporate benefits package, including health, dental, vision,401k and more
All your information will be kept confidential according to EEO guidelines.
The protection of our candidates’ personal data is a commitment of Somfy Group. We therefore ask any candidate to submit their application to us exclusively via our secure system, and not by email or postal.
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