Job Description
About Us
Air Liquide is a world leader in specialty gases (helium, hydrogen, oxygen, nitrogen, etc.), technologies and services for industry and health.
Present in 73 countries with 67,100 employees, the Group serves more than 3.9 million customers and patients.
Through the passion and diversity of its people, Air Liquide leverages energy and environment transition, changes in healthcare and digitisation, and delivers greater value to all its stakeholders.
About The Role
Managing incoming calls & messages through all provided communication channels.
Manage the customer Orders effectively and efficiently:
Ensure Accuracy and reliability of the daily and fixed orders.
Monitor customer consumption and regularly review the fixed plan by the coordination with the customer, logistics and sales to ensure the plan effectiveness.
Reduce Returned quantity, Undelivered quantity & Emergency orders through the coordination between customer, sales and logistics teams.
Responsible to maximize the good utilization of company resources.
Ensure that the customer receives the order delivery confirmation after the logistics team feedback.
Ensure effective handling of emergency orders.
Deliver superior customer experience to all customers (both internal and external):
Coordinate with all departments and CX team to ensure all customer (internal and external) requests are closed within the agreed duration and SLA.
Ensure all customer's feedback are communicated and follow up on the actions required.
Report any customer complaint immediately and ensure the correction action is taken
Immediate reporting for any block point that affects the customer's order.
About You
Education Level
Bachelor degree, Business, logistics or planning background preferred.
Experience Level
Up to 3 years experience in customer experience management. Fresh Graduates are welcome to apply.
Competencies
Customer service orientationExcellent communication skillsExcellent business English (oral and written)Motivated learnerTime Management and organization skillsMultitaskingMust be reliable, adaptable and detail orientedAbility to effectively work in a team environmentAnalytical and problem solving skills
