Multilingual Customer Service Operatives

Undisclosed Company
Cheshire, Chester
£14.83 - £15.00 per hour
Closing date
20 Jan 2022

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Multilingual Customer Service Operatives - Chester

My client based in the Chester area are looking for several Multilingual Customer Service Operatives to start immediately on an on-going, temporary basis.

The roles require you to be fluent in at least one of the following languages:

  • French
  • Dutch
  • German
  • Italian
  • Spanish
  • Portuguese

The company are an international pharmaceutical business, as such they require several Multilingual Customer Service Operatives to join the business to work across multiple languages to support their ever-growing portfolio of customers.

These roles are initially remote, however as the requirement increases to sustain an office-based team you will eventually be required to complete at least 2 days per week in the office, this will be discussed at interview to give you an inclination of timescales as to when this may happen.

Working hours are between 0800 - 1600, Monday to Friday

(a degree of flexibility is required during the work to support customer needs)

Role & Responsibilities:

  • Understand policies around order management and customer inquiries processes, and execute in compliance with Global distribution Practices (GDP)
  • Receive orders and enter them in SAP system after performing validations on order following defined business rules
  • Inform customers in case of quality issues related to product, recalls, or put on hold situations
  • Handle back-orders and returns for customers: entering into system, obtaining approvals where necessary, informing customer of decisions, and clearing logs
  • Monitor all open orders until completion and address exceptions
  • Archive order and delivery documents
  • Receive and answer customer contacts through phone, e-mail and fax and record in call tracking tool
  • Route inquiries to related departments (within Capability Centre or in markets)
  • Handle customer routine complaints and disputes; resolve disputes; route disputes to the proper channels
  • Determine root causes and inform customers of outcomes
  • Receive and resolve internal ad-hoc inquiries
  • Liaise to BFS in-markets teams to understand order requirements for new product launches and special orders (e.g. clinical trials, free goods)
  • Support internal and external audits

This is a fixed term contract that could lead to ongoing employment for the right person, please apply today for immediate consideration.

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