Customer Care Agent & Admin Support
Heule-Kortrijk, VWV, BE, 8501
About the Role
The function of the Deco Customer Care Team is mainly divided into 3 groups of tasks which are translated into 3 generic mailboxes:
- Sales mailbox: matters related to order management, general questions, prices etc.
- Design mailbox: matters related to our customization & personalization process.
- QA mailbox: matters related to complaints, certificates, questionnaires etc.
The role of Customer Care Agent means providing efficient, quick, and friendly service to customers as well as building strong relationships with them. You are the voice of the customer. For this specific CCA role, your main objective is the QA part. It entails responding to customers' issues in time and handling any complaints swiftly. You are the point of contact between the QA department and the customer. Continuous Improvement is a very important aspect in this role as we seek to keep on improving every process in order to avoid complaints and issues.
During the remaining time you will be supporting the tasks related to sales and design. This means processing the orders in time, communicating to customers and doing a proper follow-up. Understanding and translating the customers’ needs when it comes down to personalization and customization.
This role and variety of tasks requires a flexible and eager-to-learn mindset.
Key Responsibilities Include
Quality mailbox
- Manage the customer complaints and solve the issue within 1-3 days to keep high customer satisfaction.
- Tackle product & service complaints and make good action plans to avoid future similar situations.
- Coordinate the labeling process for export shipments
- Complete questionnaires, send certificates, specifications, and other QA related documents
Sales mailbox
- Order management: registering, confirming & monitoring orders
- Align & follow up with the transport team on shipments
- Answering general questions related to orders, products, prices etc
- Back-up for export shipments and follow-up
Design mailbox
- Understand the customer needs in terms of personalization/customisation and translate this into a design proposal request and brief the design team accordingly
- Align on regular basis with TSM regarding projects
About You
- Bachelor’s degree
- Languages: Dutch, English & French
- Experience in a commercial role is a plus.
- Good knowledge of Excel is a plus, as well as Navision.
- You are customer- and commercially-minded
- You value and ensure quality
- You are a communicative, flexible team player
Job Segment:
QA, Administrative Assistant, Customer Service, Quality, Administrative