At the Electrolux Group, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people, and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.
Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute, and grow together.
Join us in our exciting quest to build the future home!
All about the role: In this role, you will report to the Customer Service Manager Iberia, and you will be responsible for the relationship with the outsourced customer service partner, coordinating its activity while directly managing the most important customers for Electrolux in Portugal.
Responsibilities: Maintain daily communication with the outsourced company.Oversee their work and set priorities when needed.Control KPIs (phone calls & emails SLA).Be responsible for training the external Customer Service Agents.Focus on reaching monthly target levels.Manage Electrolux's key customers (Worten, BCM, Fnac, …):Attend phone calls.Answer emails.Manage the portfolio of orders.Handle Returns & Claims.Improve ways of working and processes.Who you are: Degree in Business or related fields.Proven customer support experience or experience as a client service agent.Previous experience in coordinating an outsourced customer service team is a plus.Excellent communication and presentation skills.Customer orientation and ability to adapt/respond to different types of characters.Ability to multi-task, prioritize, and manage time effectively.Knowledge of SAP, Excel, and Ticketing systems.Language(s) needed are Portuguese, Spanish, and English.
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