Customer Service Representative

Customer Support Representative - Finnish

Company
Our client is known for its Reliability, innovation and support for power protection solutions from desktop systems to data center operations to entire facilities. Its comprehensive solutions, which are designed for both home and corporate environments, improve the manageability, availability and performance of sensitive electronic, network, communication and industrial equipment of all sizes. The company is a leading provider surge suppressors, uninterruptible power supplies (UPS), power conditioning equipment, power management software, and DC power systems as well as precision cooling equipment, and professional and consulting services for Nonstop Networking.

The company is now establishing Shared Service Centers across EMEA and are actively recruiting for the following positions in The Netherlands (Vianen).

Main Tasks:
The primary responsibility of this position is to become the single point of contact you're your own customer base, ensuring the most effective resolution of customer queries. This will involve 1st call resolution for the majority of customer queries and ensuring complex cases are escalated to and followed up by the correct point of contact.

Queries will include but are not limited to the following:
Post sales - RMA and escalation of more technical queries
Pre sales - sizing queries, reseller referrals, opportunity identification, e-commerce.
Order Management - order status feedback.
Take complete ownership of all Customers issues until resolution and ensure timely follow up on all commitments. Our overall objective is to improve our Customer Satisfaction by providing a high quality professional Service customers in EMEA.

ESSENTIAL FUNCTIONS:% of Time Description of Essential Function:
40% Providing post sales support to customers. Assisting customers with unit analysis and completing RMA's when necessary.
30% Logging customer details and problem description for all Customers and escalating cases to the technical support engineers for advanced troubleshooting and resolution. Take complete ownership of all Customers issues until resolution and ensure timely follow up on all commitments.
20% For pre sales customers this will involve referring customers to local resellers / creating web orders, once customer's specific needs have been identified. Identifying opportunities and escalating to the correct contact. Advising customers on the correct solution for their requirements.
10% Providing customers with ETA's, product availability and order status information.

SECONDARY FUNCTIONS:
Provide language support to escalation teams where necessary.
Project work where applicable.

KEY PROFESSIONAL RELATIONSHIPS
Escalation support teams, Sales team, CTO Team, Logistics partners and Accounts Receivable

Requirements:
Bachelor's Degree in Business / IT
Experience with required education : 1 - 2 years of related experience
Experience without required education : 2 - 4 years of related experience
Fluency required in English and Finnish.
Fluency in one of the Nordic languages would be desirable but not essential.
Previous Customer support experience desirable.
Ability to multi task essential
Working knowledge of major operating systems essential.
Basic aptitude for learning technical concepts essential
Excellent interpersonal, communications and time management skills.
Ability to work on own initiative but also as part of a team.
Good verbal and written communication skills.