E-Commerce Customer Advisor with Polish (Hybrid)
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Candidatul Ideal
Bachelor’s degree
1-3 years’ experience of working in a customer service environment
︌︅︋︅︀︅︂︇︂︆︄︅︁︁︎︌︈︂︇︍︈︆︅️︊︄︈︌︊︎︂︎
Any experience within automotive/industrial environment will be considered as a strong asset
System Applications: strong knowledge in working with computers. Experience in working with CRM tools and SAP
Ability to work in a team: support team goals, take initiative, seek to give and receive help and feedback
Customer Interface management: able to establish a strong relationship and collaboration with the customer through efficient and effective communication, using standard tools and conventions, both in written & oral communication with the customer through other media
Product knowledge: demonstrate affinity with or established knowledge on the main features and qualities of Goodyear's tires and other products. Strong awareness of Goodyear brands positioning in the market
Communication: strong phone, written and verbal communication skills along with active listening
Fluent in English and Polish
Descrierea jobului
Job Purpose:
Contribute and support the company by continuously developing communication skills, proactive mindset, and business expertise to ensure ︁︀︂︃︃︉︆︆︄the ︁︀︂︃︃︇︅︀best possible results for the customer and the company. Identify and suggest opportunities to improve the quality of our service. Manage improvement on Customer Experiences on all medias as phone, e-mail and chat.
Main Responsibilities:Order entry: support customers to create orders, inform the customer on the availability of products, services and appointments
Offer guidance and support to the customer in using the Business to Consumer Website
Business to Consumer Website support: support customer by using and understanding the functions of the website
Continuously share ideas on how to improve the B2C processes to make the customer experience on the B2C website as user friendly as possible
Quality Management: enter and process customer claims in the Quality Management module. Drive swift and complete resolution for the claims and timely and transparent feedback to the customers/installers
Good understanding of all relevant Order to Cash areas where customer claims can occur including logistics claims, returns, billing & pricing
First Contact Resolution: maximize the customer requests answered during the first contact with the CSR in the contact center. The remaining customer requests need to be logged and followed up in accordance with the organization’s service standard processes, scripts, and procedures.
Handle more challenging consumer/installer requests and do second Level support as well live support for B2C website. Deliver customer value by end to end follow up and satisfy customer/installer needs in alignment with Goodyear processes and guidelines. Maximize customer satisfaction by driving the company and supply chain strategy in all dealings with customers & installers.
If You Join Us, You Will Enjoy:Competitive salary package
Free private medical services
Flexible benefits from your favorite brands available on flexible benefits portal
25 vacation days/year
Referral bonuses for new hires recommended by you
Work from Home & Flexible Working Hours
Discount price to purchase Goodyear tires.
Discount on products and services through agreed partnerships.
Descrierea companiei
Goodyear este una dintre cele mai mari companii de anvelope din lume ce si-a inceput activitatea in anul 1898 ca producator de anvelope pentru biciclete si carucioare cu doar 13 muncitori. Compania a crescut rapid si numără astăzi aproximativ 72 000 de angajați și își produce produsele în 55 de unități din 23 de țări din întreaga lume. Cele două centre de inovare Goodyear din Akron, Ohio și Colmar-Berg, Luxemburg, se străduiesc să dezvolte produse și servicii de ultimă generație care stabilesc tehnologia și standardul de performanță pentru industrie.
În România, Goodyear Dunlop este prezent din anul 1999 și este reprezentat de două persoane juridice diferite, Goodyear Dunlop Tyres (Biroul de vânzări) și Goodyear Operations. Goodyear Operations România este Centrul Global de Servicii pentru Afaceri al Goodyear Dunlop EMEA. Centrul GBS din București a început în iulie 2011. Misiunea centrală a Centrului a fost întotdeauna să ofere satisfacția internă a clienților cu responsabilitatea comună a livrării - Performanța de conducere ca ONE TEAM.
Scopul nostru la Goodyear este să creăm încredere și să creăm un mediu în care asociații sunt inspirați de muncă. Pe langa anvelopele Goodyear, producem și alte mărci internaționale bine respectate, inclusiv Dunlop, Kelly, Fulda, Sava și Debica, iar afacerea noastră cu pneuri oferă produse din cauciuc și polimeri pentru o varietate de piețe. Credem în oamenii noștri și îmbrățișăm schimbarea pentru a ne angaja și a le permite asociaților Goodyear să-și realizeze întregul potențial.
Pentru mai multe informații despre Goodyear și produsele sale, accesați www.goodyear.com/corporate.
