Customer Support Representative, Eindhoven

As a member of the Service Desk DE Team, you are, with other 2 experienced Agents, the connecting point between all German, on demand, customers that require calibration and repair for their instruments, and our logistics and technical teams based in Eindhoven, Cologne (DE) and Norwich (UK). Your working day will start between 7:30 and 9am, according to your needs, and with the rest of the team you will work to fulfill the needs of our customers, internal and external, both end users and Fluke partners. Thanks to your accurate work, we will be able to achieve fast turnaround time, solve issues and ensure our customers are happy of choosing Fluke for their service needs.Responsibilities: Handle customer questions coming in by phone or email. Work with our partners and customers located in Germany when their equipment needs repair or calibration, create return orders into our system and communicate references and shipment process. Monitor the turnaround time of our service orders and keep customers updated about the status of their tools, creating price quotations when needed.Manage in a timely and professional manner our customers’ complaints. Work with our finance department to ensure invoicing is correct and payments can be collected. Monitor the KPIs via Visual Management, identify deviations in time and apply Problem Solving to close gaps to target. Learn and follow all customer service procedures and policies.Your Team The Service Desk DE team is one of the 5 teams we have at Service Desk. In total we are 15 agents coming from all over the world and lead by a manager focused on Continuous Improvement. Each Team has its own tasks and responsibilities, but we cross train so that if needed we can help and support each other, resulting in great team spirit and higher customer satisfaction.Experience Minimum two years of work experience in Customer Support or equivalent experience in a similar industry and position where you have taken care of at least one of these tasks: Managing incoming emails and phone calls Recording of administrative tasks in company system (e.g. Oracle, SAP, etc)Handling of customers’ complaints Basic technical knowledge of test and measurement products is a plus. Personal skills Fluently speaking and writing in

German

and English. Any other European language is a plus. Good digital literacy, in particular MS Outlook and Excel. Accurate in generating and processing data. Team player. Excellent communication skills and customer handling skills. Why joining us? Joining our team, you will find: A multi-cultural and informal environment with attention to inclusion and diversity.Full time contract with hybrid way of work with 1 day working from home per week. Office working hours with flexibility (work starts between 7:30 and 9am and ends between 4 and 6:30pm). 28 holiday days per year with possibility to purchase up to 10 extra days each year. Access to a global company with great opportunities for growth and development.Access to our Fortive Business System tools, containing more than 90 tools that help us improving the way we work and the services our customers receive. Access to our virtual training system, containing almost 2000 trainings with variety of topics (from Compliance to Microsoft Office, from Improvement Tools to marketing and sales techniques).Work from abroad for a defined period of time.

#J-18808-Ljbffr