Customer Service Representative II

Customer Service Representative II G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our co-operation within G+D. The whole world trusts us when it comes to physical or digital currencies. We increase the security and efficiency of the cash cycle in collaboration with central banks and the entire currency industry. As the market leader in advanced currency management, would you like to join us in shaping the future of payments? SummaryThe Currency Technology Customer Service Representative - Level II is an experienced-level position that is responsible for providing customer service and dispatch support within the Call Center. The individual must maintain a high level of professionalism with customers at all times. The individual will assess each call and articulate the appropriate response. Each call must be assigned and dispatched to the appropriate GDCTAI Field Engineer, Third-Party support, or referring the call to the Technical Support team. This individual will work within a flexible team schedule to maintain 24x7x365 coverage including Weekends and addition, this position provides operational support; data entry, data and records management, and other administrative functions in support of GDCTAI Field Service Operations. This individual will work with a variety of functional groups (Field Operations, Logistics, Manufacturing, Sales, Engineering, Finance, and IT) to assure that the data and information is reliable, timely, and being processed efficiently. Duties/ResponsibilitiesReasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Provide first level customer support for the GDCTAI CSS Product Line. Support Field Engineer CRM Tablets. Answer hotline calls and route calls to the appropriate support or technical area. Monitor and act to requests initiated through the Customer Service email box or fax line. Ensure timely entry, update, and completion of call information within the service management system. Specific responsibilities include: Initiate Service Request or Technical Support call records within appropriate system. Dispatch appropriate Field Operations or Technical Support personnel. Track service request status and update or escalate as necessary to ensure closure. Update work orders for parts usage, labor, and expense items. Initiate field parts requirement requests. Ensure timely entry, update, and completion of call information within the service management system. Specific responsibilities include the administration of: Customer data Installed Base data Field Engineer access rights Parts Requirements Spare Parts, Labor Items and Price Lists Customer Return Material Authorizations Maintain various database applications within SAP Required Skills/Knowledge: Must possess excellent customer service skills. Must possess effective communication skills (oral, written, listening). Must be service oriented and work well within a team environment. This individual must be able to handle a flexible work schedule that will include scheduled on-call weekends and holidays. The position requires proficiency with PC based software (including MS Office) database applications and telecommunications systems. Bilingual (English / Spanish, French, or German) skills are a plus. Required Education and Experience: High school diploma/GED Associate degree is a plus Minimum of three (3) years customer service or call center experience Other dutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Apply now What we offer A look behind the scenes 2:45 Download

Created: 2024-11-03