Air Liquide

Industrial and medical gas provider

Customer Service Specialist - Maternity Cover

Customer SupportPosted on Nov 12

Full-timeSofia, BulgariaNo salary listedIn-person

About the Job

Requirements

A Bachelor's or Master's degree in Business Administration, Economics, or another related discipline is required.
More than 2 years of work experience is required.
Proficiency in ERP and CRM environments and the Google Suite is required.
Advanced written and spoken English is required.
Proven experience in customer service and professional communication is required.
The role requires a strong focus on customer satisfaction, professional communication, and presentation, along with complaint management and accurate feedback to stakeholders.
The role requires an analytical mindset and the ability to identify process bottlenecks and develop proactive solutions.
The role requires strong organization and the ability to manage multiple tasks under pressure while meeting tight deadlines.
The role requires effective teamwork and the ability to work independently and take initiative.

Responsibilities

Provide administrative support to commercial activities and/or customers and patients, including contract management and managing customer, state payer, and private insurance interfaces.
Contribute to the development and success of the Customer Service Center by enhancing the customer experience and supporting operational excellence.
Conduct customer relationship surveys, analyze results, and develop and implement action plans to improve customer satisfaction and support sales and marketing initiatives.
Initiate and coordinate projects, communications, and direct contact with customers and distributors through inbound and outbound calls and email.
Coordinate and follow up on customer-specific requests, aiming to resolve requests on the first call.
Analyze customer feedback and follow action plans to improve the customer experience.
Communicate with customers about returning assets, including cylinders and bundles.
Collaborate with sales, business development, marketing, logistics, finance, and production to provide accurate feedback to customers.
Oversee the end-to-end claim management process, resolve issues promptly, and analyze root causes to reduce future claims.
Execute corrective actions and contribute to continuous-improvement initiatives.
Contribute to projects related to company digitalization initiatives.
Participate in, support, and coordinate team projects and initiatives, including implementations of new ERP and CRM systems.
Provide ongoing CRM training, support, and reporting for the sales team to promote effective system use and data visibility.
Monitor, analyze, and report key performance indicators to track departmental performance.
Support back-office processes, including maintaining accurate customer master data, contract management, and supporting sales representatives and agents.
Ensure company policies and security requirements are met.

Desired Qualifications

Project management experience is a plus.

Air Liquide Bulgaria has been on the domestic market since 1999 and is a countrywide recognised gas producer and supplier of technologies, services and gases for the food industry, large industries, healthcare and environment. Air Liquide Bulgaria has a team of 95 employees serving industrial customers.

How will you CONTRIBUTE and GROW?

Provide administrative support to the commercial activity and/or to the customers/patients, like contract management, customer organizations' interfaces, payors' interfaces (States or Private Insurance).
Contributes to the development and success of the Customer Service Center, with a primary mission of enhancing the overall customer experience and ensuring operational excellence.

1. Customer Satisfaction Surveys

Conducts regular customer relationship surveys and analyzes the results to develop and implement targeted action plans for improving customer satisfaction, as well as other various sales and/or marketing initiatives.

2. Direct Customer Communication

Initiates and coordinates various projects, communication, and direct contact with customers and distributors through inbound/outbound calls and received emails.
Coordinates and provides follow-ups on customer-specific requests, ensuring a high level of first call resolution for all requests.
Regularly addresses and analyzes customer feedback and follows an action plan in order to improve the customer experience.
Communicates actively with customers regarding the returning of assets (cylinders, bundles, etc.).
Collaborates closely with sales, business development, marketing, logistics, finance, and production departments to exchange any information needed to provide accurate feedback to customers.

3. Claim Management

Oversees the end-to-end claim management process, ensuring the timely and effective resolution of all issues, while proactively analyzing root causes to minimize future claims
Executes corrective actions to resolve identified issues and actively contributes to continuous improvement initiatives.

4. Digitalization

Contributes to the implementation of projects related to the company's digitalization initiatives.
Participates in, supports, and coordinates the team's projects and initiatives, taking part in project implementations related to new ERP/CRM systems.
Provides ongoing CRM training, support, and reporting for the sales team to ensure effective system utilization and data visibility

5. Customer Service Department Support

Monitors, analyzes, and reports on key performance indicators (KPIs) on a regular basis to track departmental performance.
As a member of the Customer Service team, contributes to and supports back-office processes (e.g., maintains correct customer master data, contract management, Sales Reps and Agents support).
Ensures the company's policies and security requirements are met.

Are you a MATCH?

Bachelor's or Master's degree in Business Administration, Economics, or other related disciplines.

More than 2 years of work experience.

Hard Skills:

Proficiency in ERP and CRM environments and the Google Suite.
Advanced written and spoken English.
Proven experience in customer service and professional communication.

Soft Skills:

Customer & Communication Excellence: Strong focus on customer satisfaction, professional communication, and presentation. Skilled in complaint management and providing accurate feedback to stakeholders.
Analytical & Problem-Solving: Analytical mindset with the ability to identify process bottlenecks and develop effective, proactive solutions.
Organization & Execution: Disciplined and highly organized with the ability to manage multiple tasks under pressure while meeting tight deadlines.
Teamwork & Initiative: Cooperative team player who also works effectively independently and takes initiative to achieve goals. Project management experience is a plus.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.

About the Company

Air Liquide

Industrial and medical gas provider

Air Liquide produces and supplies industrial and medical gases, such as oxygen, nitrogen, hydrogen, argon, and specialty gases, to manufacturers, healthcare providers, electronics, and energy companies. It operates through production plants, pipelines, cylinder networks, and on-site supply units, and it also designs and builds gas production and separation systems, including cryogenic air separation plants and large electrolyzers, via its engineering arm. Its Gas & Services business serves industry and healthcare and it is a major producer of hydrogen, investing in low-carbon hydrogen projects and electrolysis as part of industrial decarbonization. It serves the semiconductor industry and space programs as well. Its goal is to enable industrial decarbonization and the energy transition by providing reliable gases and engineering capabilities for large-scale gas production, hydrogen supply, and on-site services.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1902

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Air Liquide

Customer Service Specialist - Maternity Cover

About the Job

Requirements

Responsibilities

Desired Qualifications

Conducts regular customer relationship surveys and analyzes the results to develop and implement targeted action plans for improving customer satisfaction, as well as other various sales and/or marketing initiatives.

Initiates and coordinates various projects, communication, and direct contact with customers and distributors through inbound/outbound calls and received emails.

Coordinates and provides follow-ups on customer-specific requests, ensuring a high level of first call resolution for all requests.

Regularly addresses and analyzes customer feedback and follows an action plan in order to improve the customer experience.

Communicates actively with customers regarding the returning of assets (cylinders, bundles, etc.).

Collaborates closely with sales, business development, marketing, logistics, finance, and production departments to exchange any information needed to provide accurate feedback to customers.

Oversees the end-to-end claim management process, ensuring the timely and effective resolution of all issues, while proactively analyzing root causes to minimize future claims

Executes corrective actions to resolve identified issues and actively contributes to continuous improvement initiatives.

Contributes to the implementation of projects related to the company's digitalization initiatives.

Participates in, supports, and coordinates the team's projects and initiatives, taking part in project implementations related to new ERP/CRM systems.

Provides ongoing CRM training, support, and reporting for the sales team to ensure effective system utilization and data visibility

Monitors, analyzes, and reports on key performance indicators (KPIs) on a regular basis to track departmental performance.

As a member of the Customer Service team, contributes to and supports back-office processes (e.g., maintains correct customer master data, contract management, Sales Reps and Agents support).

Ensures the company's policies and security requirements are met.

Proficiency in ERP and CRM environments and the Google Suite.

Advanced written and spoken English.

Proven experience in customer service and professional communication.

Customer & Communication Excellence: Strong focus on customer satisfaction, professional communication, and presentation. Skilled in complaint management and providing accurate feedback to stakeholders.

Analytical & Problem-Solving: Analytical mindset with the ability to identify process bottlenecks and develop effective, proactive solutions.

Organization & Execution: Disciplined and highly organized with the ability to manage multiple tasks under pressure while meeting tight deadlines.

Teamwork & Initiative: Cooperative team player who also works effectively independently and takes initiative to achieve goals. Project management experience is a plus.

About the Company

Air Liquide

Recently Posted Jobs