Company Description
Saica Group offers sustainable paper solutions for the manufacture of corrugated board and flexible packaging, promoting circularity in waste management. With more than 12,000 employees and a presence in 11 countries, Saica Group has four business lines: the production of recycled paper for corrugated cardboard (Saica Paper), waste management and environmental services (Saica Natur), the production of corrugated board packaging (Saica Pack), and flexible packaging (Saica Flex).
Job Purpose
SNUK’s Customer Service Advisor is the first point of contact our customers can have with Saica. The act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer’s requirements are met is crucial if Saica wishes to retain our customers.
The role of the CSA is to deliver exceptional levels of customer service through timely and thorough handling of Saica Natur’s customer requests. Working in a fast-paced environment to address customer issues via telephone and email, you will support the front line account managers and other Saica stakeholders to deliver Saica Natur’s End-2-End Customer Services’ vision of quality, compliance and excellence.
Applying a “Right First Time” approach to management of data you will work within a framework of both internal and customer related Service Level Agreements.
Key Responsibilities
- Respond promptly to customer requests and queries via telephone or email to enhance the experience of SNUK’s customers;
- Handle and resolve customer complaints;
- Achieve day-to-day operational targets as set by your line manager, ensuring your daily workload is completed on time and accurately;
- Address customer questions about new and existing services and co-ordinate Saica Natur’s response accordingly through collaboration with Saica stakeholders and its sub-contractors;
- Work in close collaboration with National Account Managers to create a sense of team, ensuring NAC customer queries and requests are responded to quickly within the agreed customer SLAs;
- Follow up on customer interactions;
- Deliver the customer service processes as set down under the operational excellence framework;
- Organise workflows to meet customer timeframes;
- Accurately record and log interactions with customers and update SNUK’s systems ensuring information is available and accurate to create both internal and customer reports;
- Contribute to expanding SNUK’s sales and improving its profitability by increasing customer satisfaction;
- Maintain in-depth working knowledge of Saica’s brands, systems and processes;
- Educate customers about Saica’s products and services;
- Undertake any other duties as requested by your line manager in accordance with the scope and the responsibilities of the role.
General Criteria (Essential & Desirable)
To Be Successful In This Role, You Must
- Demonstrate empathy and patience;
- Go the extra mile to deliver customer satisfaction;
- Have excellent communications skills in particular, verbal and listening – You will be a “People Person”;
- Display excellent phone etiquette;
- Be results-driven, taking pride in delivering the daily customer services tasks with great attention to detail;
- Perform best by working as a member of a team;
- Be able to work in a fast-paced environment, and under pressure;
- Be a fast learner with an engaging personality demonstrating problem-solving abilities;
- Demonstrate a proficiency with technology, especially computers, software applications, and phone systems;
- Have a strong understanding of Saica’s products, policies, and services;
- Be analytical, efficient, and thorough;
- Remain calm and courteous under pressure and navigate tense situations.
Job Requirements
You will enjoy working at Saica if you: Care: Are a team-player, support your colleagues and share your ideas It’s important that you want an inclusive workplace that promotes and values diversity Value: Have high standards, want to achieve good quality and great service Challenge: You are self-motivated to improve and achieve. You are open and transparent, tell it as it is. Specific skills or experience requirements will be shown in the job description.
#J-18808-Ljbffr…