CUSTOMER SERVICE OPERATIONS PROFESSIONAL

For one of our clients, OMV Bulgaria, we are searching for a motivated and driven professional for the mission of:
CUSTOMER SERVICE OPERATIONS PROFESSIONAL
Position Objectives:
• Processes and maintains customer related master data and conditions (all types).
• Processes and maintains customer contracts within given area of responsibility as per defined scope. Supports and advises in nonstandard complex cases.
• Manages online customer collaboration
• Handles difficult complaints and customer requests, provides appropriate solutions and alternatives within the time limits, and follows up to ensure resolution according to defined working procedures.
• Places, cancels, or adjusts orders.
• Handles high volume requests coming via email, phone, portal, etc.
• Builds sustainable relationships and trust with customer accounts through open and interactive communication.
• Responsible for all related invoicing activities within defined scope (bonus, invoicing, penalties)
• Executes collections (calls), receives incoming payments.
• Executes marketing activities to current customers
• Upon request performs CSO related analysis and reports
• Performs all related bookings for Period end Closing.
• Performs additional tasks within his/her area of expertise and responsibility according to defined working procedures and performance KPI's.
• Know the policy and guidelines for personal data protection in the company.
Profile:
• Education: University degree Business/ Administration
• Relevant professional experience: 3-5 years
• Proven customer support experience or experience as a client service representative > 3 years.
• Excellent communication skills and active listening.
• Familiarity with CRM systems and practices.
• Solid understanding of key functional areas and proven ability to undertake discrete tasks in own discipline.
• Customer orientation and ability to adapt/respond to different types of characters.
• Ability to multi-task, prioritize, and manage time effectively.
• Capable to identify and address complex issues
• Contribute to the optimization of processes workflow and procedures
• Accurate and precise working attitude.
• Excellent team player.
• Fluent in English
• MS office + SAP/ other relevant IT systems (advantage)
• Experience in working with digital customer service tools is a plus
The Company Offers:
✓ Very attractive social package as per company policy
If you are interested in this career opportunity please send us your recent resume. All applications will be treated with utmost confidentiality. Only shortlisted candidates will be invited for an interview.
License № 2418 from 18.12.2017