Spécialiste Support Client
il y a 2 jours
Nous recherchons un(e)
Spécialiste Service Client B2C
pour un contrat de 6 mois (avec possibilité de renouvellement).
Objectif du poste
Développer une relation étroite avec chacun de nos clients B2C et leur fournir un service de très haute qualité (support client / services d'assistance).
Gestion des appels
- Répondre aux appels entrants des clients pour proposer l'achat d'un appareil 4G à un tarif préférentiel.
- Mener des campagnes d'appels sortants ciblées afin d'informer les clients concernés et les inciter à migrer vers la solution 4G.
Gestion des communications écrites
- Répondre aux e-mails des clients concernant la migration 4G, les offres, les modes de paiement ou les installations.
- Assurer un suivi rigoureux des échanges pour garantir la satisfaction des clients.
Suivi des dossiers clients
- Mettre à jour et suivre les dossiers clients dans le CRM et/ou un fichier Excel dédié.
- Contrôler la réception des paiements, l'avancement des dossiers, les installations et effectuer les relances nécessaires.
- Préparer et envoyer le dossier de commande à l'entrepôt tiers.
Coordination interne
- Collaborer avec les équipes techniques, commerciales et après-vente pour résoudre les problèmes des clients.
- Escalader rapidement les cas complexes ou urgents aux équipes concernées afin d'assurer une résolution rapide.
Compétences, connaissances et expérience essentielles
- Excellente communication orale : À l'aise au téléphone, avec un fort sens de la relation client et une approche commerciale affirmée.
- Excellente communication écrite : Capacité à rédiger des e-mails clairs et professionnels adaptés à chaque situation, sans utiliser de modèles.
- Autonomie : Capable de gérer les tâches et priorités quotidiennes sans assistance ou supervision constante.
- Organisation : Capacité à planifier et exécuter les tâches efficacement pour respecter tous les délais.
- Proactivité : Anticiper les besoins, signaler rapidement les anomalies ou blocages aux équipes concernées.
- Précision : Assurer un suivi rigoureux des dossiers et des cas clients, notamment dans Excel et CRM.
- Esprit d'initiative: Capable de proposer des solutions de manière autonome, même en cas d'imprévus ou d'absence de procédures.
- Maîtrise du CRM et d'Excel : À l'aise avec les outils de suivi client et de reporting.
Qualifications techniques / professionnelles requises
- Au moins une expérience préalable dans la relation client (back office / front office).
- Anglais de base.
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