Product Support Specialist
The Role We are on the hunt for an Agent responsible for supporting our Sales Team with their administrative duties on existing accounts and new customers.
Your role focuses on 4 main key areas on a day-to-day basis:
Customer and team support
Managing customer information in CRM
Manage and work cancellations
Providing various Business teams with insights and reports about our customers
What You´ll Do
Team support of the sales department and tech support
You will support our Tech support and sales colleagues in the retail/bodyshop, assessor, key account, and fleet segment with any inquiries.
You create statistical evaluations and send them to the management team.
You support the team in projects and organize the communication to customers, cooperation companies e.g. via serial letter.
You check contracts, orders, registrations and make sure that they comply with our general terms and conditions.
You plan and organize internal events.
You process and check contracts of our key account customers and maintain them (contract management).
Customer inquiries
You process and check incoming orders and inquiries from our customers and stakeholders.
You are available for our customers and are in contact with the account partners and cooperation companies and support them with questions and involve other departments to ensure customer satisfaction.
You check and confirm incoming cancellations.
You adjust master data of customers in Salesforce (CRM).
You send access credentials to cooperation partners.
Key Competencies and Experience
Technical knowledge: Basic knowledge of computer hardware, software, and networking is essential. Knowledge of operating systems, productivity applications, and troubleshooting techniques is also important.
Communication skills: Excellent verbal and written communication skills are essential to interact with customers or clients and clearly convey technical information.
Customer service skills: A customer-centric attitude is essential to provide excellent customer service. Patience, empathy, and the ability to handle difficult customers are also important.
Problem-solving skills: Ability to troubleshoot and solve technical issues in a timely and efficient manner is essential. Critical thinking skills are also important to identify root causes and provide long-term solutions.
Teamwork: Ability to collaborate with other support team members and work effectively in a team environment is essential.
Fluent language skills in the relevant location and a high level of English. Additional language is a plus.
Multitasking: Ability to handle multiple support requests simultaneously and prioritize work based on urgency is important.
Attention to detail: Ability to document support requests accurately and pay attention to details is essential.
What You´ll Bring
Professional qualification: Have several years of professional experience in sales and/or support.
You have experience with SalesForce.com and Microsoft Office applications (Word, Excel, Outlook).
Personal Qualification
Strong team support and customer orientation focused on meeting customer and team expectations and requirements.
You have a communicative and team-oriented personality.
Passion for organization and discipline with great attention to detail.
Very good English skills are a must. Other foreign languages are an advantage for us.
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