ProCare Customer Experience Lead Representative page is loaded## ProCare Customer Experience Lead Representativelocations: Newbury, United Kingdomtime type: Full timeposted on: Posted Todayjob requisition id: R552553Work Flexibility: Hybrid or Onsite**What you will do:*** Processing Repair / Work Orders incl. Loaner management* Arranging returns and collections and handling proof of delivery and pricing requests* Handling incoming e-mails and calls* Proactively communicating with internal & external customers* Investigating and resolving invoice disputes* Logging and follow up of issue resolution and related communication back to the customer* Take responsibility for executing tasks and supporting colleagues across several complex areas / processes and queries* Work with your colleagues to effectively organize and prioritize the tasks within your specific areas* Working collaboratively with other functions and divisions on cross-functional or customer specific topics* Assist in supporting and training more junior colleagues* Act as a mentor for more junior customer service representatives**What you will need:**### Essential:* 5 years in technical customer service, order management or contact center roles* Has demonstrated the ability to build strong relationships with customers and colleagues* Can communicate proactively and professionally with Sales team members and Customers* Ability to adapt to different types of people and situations to ensure positive outcomes* Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet* Good ERP system knowledge### *Desirable:** Solid understanding of Customer Service process flows* Solid understanding of good documentation practices and documentation retention* Experience in service and maintenance, order management or technical customer contact processes* Has some experience of handling difficult situations independently* Working level of English### *Competencies / Behaviors:** Being able to stay in act and to remain calm under pressure, whilst communicating effectively to customers and other stakeholders* Proven ability to solve problems and queries* Ability to work on their own initiative, prioritizing and organizing workload based on their own experience as well as input from supervisor* Highly customer focused* Strong collaborator which sets high performance standards* Strong internal drive and motivation to make a difference* Positive, optimistic mindset and can-do attitude* Initiator that can identify and initiates actions to improve process outputs on Service, Cost & Quality* Acts with integrity* Ability to make autonomous decisions on operational and tactical levels* Willingness to develop lean approach. Solid troubleshooting and problem solving skills under pressure are requiredTravel Percentage: 10%
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