Customer Service Support
Il y a 2 mois
**Job Description and Qualifications**
**Air Products** est un des leaders mondiaux dans la fabrication de gaz industriels et médicaux.
Avec environ 19 000 employés répartis à travers le monde, nous servons des clients œuvrant dans les secteurs de l’énergie, de la santé, des industries manufacturières et de pointe.
Chez **Air Products**, nous aidons nos clients à devenir plus productifs et plus économes en énergie depuis plus de 80 ans. Notre succès repose sur l'engagement individuel, le travail d'équipe et des valeurs fortes en matière de Sécurité, de Satisfaction client et de Protection de l'environnement.
**Description du poste =**
- Suivi réactif des dossiers clients entrants pour une gestion efficace dans le temps imparti des demandes, afin d’accroître le business et de veiller à leur satisfaction ; en mettant en place des solutions appropriées en direct ou par l’intermédiaire des groupes support, en résolvant dans le périmètre des règles d’autorisation.
- Expertise, résolution et clôture des réclamations clients en vérifiant les informations transmises par les équipes ; en reportant toutes les éventuelles anomalies, afin de minimiser la récurrence.
- Assurer l’investigation des réclamations type CHORUS, support des équipes environnantes, documenter et archiver toutes les informations pertinentes.
- Adhérer et suivre les processus et utiliser correctement les outils pour veiller à un bon Service Clients.
- Assurer une collaboration et communication interne efficace avec les autres groupes et mesurer la performance et les résultats des activités.
- Support administratif aux équipes envir tâches quotidiennes
- Des connaissances SAP et Excel sont un plus
Expertise:
- Analyse des plaintes:
- Analyse des actions correctives mise en place par le commercial, si pas d’action corrective ou erronée, le BO enverra le dossier au responsable du compte pour mise en place de ces actions. (Escalation process) / Le chargé d’affaire devra répondre sous 48H à la demande du BO.
- Le BO effectue également le contrôle des approbations.
- Expertise, résolution et clôture des réclamations clients en vérifiant les informations transmises par les équipes ; en reportant toutes les éventuelles anomalies, afin de minimiser la récurrence.
**Profil recherché**
- Solides compétences écrites et orales
- Emphatique et à l’écoute par nature, être force de proposition
- Avoir un esprit d’équipe et un bon relationnel
- A l'aise avec les outils informatique
**Req No.**
- 43021BR
**Employment Status**
- Full Time
**Organization**
- Global Industrial Gases
**Business Sector / Division**
- Industrial Gases EMEA
**Region**
- Europe
**Country**
- France
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