Customer Service Representative

At IDEMIA, we aim to offer our employees, a dynamic and exciting environment where you have opportunities for career growth and professional development.

Internal mobility is a great way for you to energize your career and to build your personal brand. It’s also a great way to explore other functions, professions or countries as IDEMIA operates in different businesses and in 50+ locations around the world.

Purpose

This role executes the customer contract, works internally and externally to maximize customer satisfaction through effective contract delivery and promotes revenue generation and profitability

Key Missions

• Owns the first level customer relationship for all BAU (Business As Usual) activities, including incoming requests and enquiries
• Coordinates contract execution with all relevant stakeholders in order to ensure high level of customer satisfaction
• Manages the end-to-end Sales Order Process for all customer order activities, including stock management, quoting and invoicing
• Supports regulatory customer and internal compliance requirements
• Manages customer queries and complaints to a satisfactory resolution
• Supports Account Manager in relation to contract delivery
• Supports internal requirements in relation to service delivery
• Manages multiple small-medium size or complex customer accounts with minimal support
• Handles customer service inquiries, requests and problems directly, through a variety of mediums and also face to face, able to manage these effectively
• Uses internal tools and systems effectively
• Gathers and reviews information, trouble shoots and makes recommendations
• Prepare and present customer reports and presentations
• Require a general knowledge of the organization, products and services
• Provides leadership, coaching and mentoring to entry level colleagues
• Assesses needs and suggests or promotes alternative products, services and solutions
• Sells or promotes products or services
• Organizes customer retention and growth trend documentation
  
  

Profile & Other Information

Seize all the opportunities of our fast-paced environment. Expect the unexpected.