Senior Customer Service Executive

Senior Executive - Customer Service

 

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

 

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

 

Purpose

This role executes the customer contract, works internally and externally to maximize customer satisfaction through effective contract delivery and promotes revenue generation and profitability

Key Missions

Owns the first level customer relationship for all BAU (Business As Usual) activities, including incoming requests and enquiries

Coordinates contract execution with all relevant stakeholders in order to ensure high level of customer satisfaction

Manages the end-to-end Sales Order Process for all customer order activities, including stock management, quoting and invoicing

Supports regulatory customer and internal compliance requirements

Manages customer queries and complaints to a satisfactory resolution

Supports Account Manager in relation to contract delivery

Supports internal requirements in relation to service delivery

Manages multiple small-medium size or complexity customer accounts with minimal support

Handles customer service inquiries, requests and problems directly, through a variety of mediums and also face to face, able to manage these effectively

Uses internal tools and systems effectively

Gathers and reviews information, trouble shoots and makes recommendations

Pepares and presents customer reports and presentations

Requires a general knowledge of the organization, products and services

Provides leadership, coaching and mentoring to entry level colleagues

Assesses needs and suggests or promotes alternative products, services and solutions

Sells or promotes products or services

Organizes customer retention and growth trend documentation

Profile & Other Information

 

By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

 

We deliver cutting edge, future proof innovation that reach the highest technological standards and we’re transforming, fast, to stay a leader in a world that’s changing fast, too.

 

At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.

 

Visit our website to know more about the leader in Identity Technologies

www.idemia.com

Experience Level

Senior Level