Key Responsibilities:

• Act as First Point of Contact for our customers and provide efficient solutions to their issues, dealing with queries mainly via phone (80%) and email (20%)
• Build and maintain relationships with the IFN and SA Area Sales Managers (ASM), proactively solve their issues and support them during the enrollment of the customers
• Create and assign tickets in the ticketing systems (D365-Customer service) and follow-up until closing the tickets and solving the problems
• Document all required information, keep work instructions and operating procedures up to date
• Answer, escalate and follow up all requests to ensure proper response and correctly working of portal
• Register all details related to customer interactions in the data base for further reporting and update the knowledgebase
• Document all the customer feedbacks correctly to be analyzed later

Skills:

• B2 / C1 or higher English language level (verbal & written)
• Very good computer skills, excellent knowledge of MS Office applications (Excel, Word, Teams, Outlook)
• High sense of responsibility, patience, urgency and customer support
• Flexible and driven to solve customer’s requests
• Ability to work under pressure and good team engagement
• Confident and willing to learn
• Proactive and responsible in finalizing all assigned tasks
• Excellent verbal and written communication skills, customer service skills, and positive phone manner
• Detail-oriented and have excellent follow-up skills
• Having agricultural knowledge or background is a plus
• Having experience for customer support is a plus