Care Agent - Strategic

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We provide inspiration worldwide with our intelligent solutions for industrial automation. We offer a high degree of flexibility to our more than 20.000 employees. We provide you excellent prospects for turning your ideas into reality – because innovation requires freedom and security. We need you. Apply now and keep the world moving.

Care Agent - Strategic

Purpose of this role is to increase Strategic customers satisfaction by ensuring all the request from them is well taken care off. Also, collaborating with other teams such as Important Commercial team and Commercial Excellence Manager to look into process and find out the best solution and given the good services to Strategic customers.

Key Accountabilities

• Answering calls from Strategic Customer and Automation Sales Engineer (ASE) – borderless countries within SEA & Pacific cluster.
• Interact with Strategic customer to provide information to inquiries about product, delivery and customer orders (borderless).
• Handle and resolve complaints from Strategic customers (borderless).
• Proactively call back Strategic customer to inform if any issue with the orders.
• Escalate the issue when necessary to respective team.
• Process the document in Fax Monitor only for Strategic customer when necessary (borderless).
• Build up efficiency with our customer (improving processes).
• Answers and take care of general and technical (catalog level) questions
• To perform any ad hoc assigned tasks by line manager from times to times
• Always looks for improvement of the current process. And collaborate with others team (Sales, Technical Sales, etc.) to find out the best service to Strategic customers.
• Problem solving: Identify and define the issue, offer suitable solutions to Strategic customer according to the process.
• Continue to monitor the own improvement by having coaching and follow the development plan. In order to build up teams' process knowledge, product & system knowledge as well.
• Good and clear Communication: Listens actively to internal/external customers and asks the right questions to understand their needs.
• Talented to plan and organize: Prioritizing work - able to differentiate between important and less important individual tasks and acts accordingly.
• Problem-Solving and Flexibility: Effective problem-solving base on an agent’s ability to help more customers in less time
• Communicate with internal teams such as technical support, Sales, RSC/ Logistic and others internal department, in order to give the best solution and service to Strategic customers.
• Will be main person to communicate with external customers (Strategic customers) in order to solve customers' inquiry and complaints. Also Proactively contact Strategic customers to update if any issue with the orders.
  
  

What you need to have to be successful in this position:

• Bachelor's degree in business management or related fields.
• Fluent in English.
• Having general experience in customer management and sales support at least for 3 years.
• Excellent communication, and interpersonal skills.
• Strong analytical and problem-solving skills.
• Having a solid experience to work with SAP system (Fax monitors)
  
  

Company: PT Festo

Location:

Tangerang Selatan, ID, 15314

We look forward to your application!

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