Customer Support Representative

About this role

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Skills you'll use

What you'll do

• Interfacing with Customers / Frontline Sales
• 1. Referral point of contact for global [or specific countries] customers, handling incoming calls, emails, or chat requests to collect requests, queries, enquiries or complains and either solve them or escalate through case management in case of unsolved customer enquiry
• 2. Work with Sandvik processes with ERP SAP system and all integrated systems and applications
• 3. Handle contacts with frontline sales to collect needs and reroute accordingly 4. In case of case escalation, connect to customers according to SLA to communicate 2°line findings and solutions
• 1. Provide first line basic customer support via our online/Web solutions and internal Knowledge Base
• 2. Route higher level or outside of scope and/or knowledge to global network points of contacts using the Contact Centre Solution and Case Management process
• 3. Actively use the CRM solution to work within the defined processes, manage customer relations and capture leads and turn into opportunities when possible 4. Develops the knowledge and understanding of the online and mobility needs of our present and future customers
• 5. Troubleshoots and resolves customer complaints.
• 6. Create cases within case management system to keep records as ticket to customer queries, incidents and requests and communicate it according to the processes within the company
• 7. Handling escalation of unresolved customer enquiries to proper function 2° line, Value centre or Frontline sales

Who can apply

• 6. Capable of working in a demanding environment (high stress tolerance)
• 7. High level of communication across all mediums.
• 8. Strong attention to customer experience and commitment to quality customer service
• 9. Proficient in written/verbal English communication skills. Additional proficiency in other language is valued.
• 10. Be persuasive and have good interpersonal skills
• 11. Be a self-starter with a positive mind-set and solution orientated
• 12. In addition, the employee may be assigned other duties within the area of their competence.

About Sandvik

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