Customer Service Executive

4 weeks ago

Karachi, Sindh, Pakistan IDEMIA Group Full time

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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
  1. Owns the first level customer relationship for all BAU (Business As Usual) activities, including incoming requests and enquiries.
  2. Coordinates contract execution with all relevant stakeholders in order to ensure a high level of customer satisfaction.
  3. Manages the end-to-end Sales Order Process for all customer order activities, including stock management, quoting, and invoicing.
  4. Supports regulatory customer and internal compliance requirements.
  5. Manages customer queries and complaints to a satisfactory resolution.
  6. Supports Account Manager in relation to contract delivery.
  7. Supports internal requirements in relation to service delivery.
  8. Manages multiple small-medium size or complexity customer accounts with minimal support.
  9. Handles customer service inquiries, requests, and problems directly, through a variety of mediums and also face to face, able to manage these effectively.
  10. Uses internal tools and systems effectively.
  11. Gathers and reviews information, troubleshoots, and makes recommendations.
  12. Prepares and presents customer reports and presentations.
  13. Requires a general knowledge of the organization, products, and services.
  14. Provides leadership, coaching, and mentoring to entry-level colleagues.
  15. Assesses needs and suggests or promotes alternative products, services, and solutions.
  16. Sells or promotes products or services.
  17. Organizes customer retention and growth trend documentation.
Profile & Other Information

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

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