Customer Care Agent - Quotes & Product Specialist

Job Description

Role Description:

The Quotes & Product Specialist is the primary point of contact for customers. This role ensures a high-quality customer experience through accurate information sharing, efficient handling of requests, and proactive support.

This is a 2-years fixed-term contract with the possibility of a permanent position based on business needs

Job Responsibilities and Duties:

• Act as the first point of contact for customers and coordinate professional and proper responses to all product and order-related inquiries.
• Responsible for developing and improving the focus of customer relationship management with both internal and external customers.
• Process quotation requests and follow up on quotation related enquiries.
• Assist customers in selecting products that best suit the application and identify potential sales opportunities and ensure the sales lead is provided to the appropriate Sales representatives
• Responsible for analysing and resolving customer requests, inquiries or problems by utilizing established procedures.
• Support Sales with customer-oriented requests.
• Responsible for ensuring customer satisfaction and company profitability by consistently adhering to policies and procedures established by Customer Care and the organization.
• Maintain customer master data and related documentation as per established procedures and policies.
• Assist in various tasks, projects and responsibilities assigned by a Customer Care Supervisor or Manager.

Skills and Qualifications:

• Bachelor level education.
• Strong administrative and communication skills.
• Customer-oriented mindset with problem-solving abilities.
• Strong MS Office and CRM/ERP system knowledge.
• Accuracy in data handling.
• Stress-resistant, proactive, and team-oriented.

Core Competences:

Customer Orientation

Strives fully to meet the expectations and requirements of internal and external customers; gathers information directly from the customer and uses this information to improve products and services. Acts with the customers in mind; begins and consolidates effective customer relations, earning their trust and respect.

Problem solving

Uses rigorous logic and methods to effectively solve difficult problems: keeps asking questions in the search for answers. Spots latent problems. Looks at the long-term effects of proposed solutions.

Decision Making

Makes right decisions at the right time, which are based on knowledge and good judgement. Is able to make a decision quickly, in some cases even on the basis of incomplete information or under heavy time pressure. Over time, most of his/her solutions and suggestions prove to have been correct and accurate.

Communication

Is able to communicate clearly and consistently in a wide range of communication styles. Can convey messages that have the desired effect.

Project & Time Management

Monitors the progress of projects in a consistent way. Phases in logical steps and respects agreed deadlines. Gives timely feedback about the progress of the various projects. Is realistic in his/her planning and builds in evaluation moments/checkpoints. Demonstrates conscious time management. Respects budgets.

Stress Management

Remains calm under pressure. Does not become defensive or irritated when things are going less than perfectly. Is regarded as mature. One can count on him/her to hold things together under difficult circumstances. Does not lose his/her equilibrium when something unexpected arises. Displays no frustration when he/she encounters resistance. Has a calming influence in a crisis situation.

Change

Willingness to embrace change, both in business aspects as in the candidate´s personal growth, is essential.

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