Customer Service Employee

Job description

Role Summary The Customer Support Employee main responsibility is to perform customer service duties and tasks according to the common Scania values, principles, processes, guidelines and standards. Managing agreements documentation, customer contact handling questions and issues to ensure high quality operations and customer satisfaction. Also contributing to continuous improvements in the local operations and in the area of responsibility. Job Responsibilities Customer Relationship Development / Prospecting Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints. Customer Needs Clarification Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements. Product/Service Information Provide advanced product/service information and respond to basic customer questions about the product/service. Customer Order Processing Record and process custom/special customer orders, often dealing with ambiguous delivery expectations. Resolving Customer Issues Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required. Renewals Provide exceptional service to customers to encourage continued use of the organization's products/services. Customer Relationship Management (CRM) Data Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Operational Compliance Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Personal Capability Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Competency Based Interview Questions1 Customer Focus - Contributing independently Tell me about a time when you almost lost a customer and had to turn the situation around. Actions - How did you approach it? Thinking - Why did you approach it that way? Outcome - What was the result? Learnings - What did you take away from this? Application - When did you use what you learned in a different situation? Customer Focus - Contributing independently Tell me about a time when you went the extra mile for a challenging customer. Actions - How did you approach it? Thinking - Why did you approach it that way? Outcome - What was the result? Learnings - What did you take away from this? Application - When did you use what you learned in a different situation? Customer Focus - Contributing independently Tell me about a time you were confronted with an internal or external customer problem. Actions - How did you approach it? Thinking - Why did you approach it that way? Outcome - What was the result? Learnings - What did you take away from this? Application - When did you use what you learned in a different situation? Customer Focus - Contributing independently Tell me about a time when you changed your approach to customers based on their input. Actions - How did you approach it? Thinking - Why did you approach it that way? Outcome - What was the result? Learnings - What did you take away from this? Application - When did you use what you learned in a different situation? Customer Focus - Contributing independently Describe a time you obtained up-to-date information from a customer, and what you did with it. Actions - How did you approach it? Thinking - Why did you approach it that way? Outcome - What was the result? Learnings - What did you take away from this? Application - When did you use what you learned in a different situation? Competency Based Interview Questions2 Communicates Effectively - Contributing independently Tell me about a time when you had to communicate something important to someone who did not understand your industry or function’s language very well. Actions - How did you approach it? Thinking - Why did you approach it that way? Outcome - What was the result? Learnings - What did you take away from this? Application - When did you use what you learned in a different situation? Communicates Effectively - Contributing independently Describe the best presentation you’ve ever given. Actions - How did you approach it? Thinking - Why did you approach it that way? Outcome - What was the result? Learnings - What did you take away from this? Application - When did you use what you learned in a different situation? Communicates Effectively - Contributing independently Tell me about a time when others were missing the key points in a discussion and you helped get things back on track. Actions - How did you approach it? Thinking - Why did you approach it that way? Outcome - What was the result? Learnings - What did you take away from this? Application - When did you use what you learned in a different situation? Communicates Effectively - Contributing independently Tell me about a time during a meeting when hearing someone else's opinion altered your view of the situation. Actions - How did you approach it? Thinking - Why did you approach it that way? Outcome - What was the result? Learnings - What did you take away from this? Application - When did you use what you learned in a different situation? Communicates Effectively - Contributing independently Describe a time you had to convey a message both thoroughly and concisely. Actions - How did you approach it? Thinking - Why did you approach it that way? Outcome - What was the result? Learnings - What did you take away from this? Application - When did you use what you learned in a different situation?