Senior Customer Service Executive

As a Senior Customer Services Executive, you will be responsible for overseeing and executing daily order fulfillment processes, ensuring seamless customer service support. This role also involves actively supporting the Lead on various projects and initiatives aimed at enhancing efficiency and customer satisfaction.

How will you CONTRIBUTE and GROW?

Customer Management

• Serve as a primary point of contact for customer requests and order processing across various channels (phone, email, portal).

• Coordinate seamlessly with logistics and asset management teams to ensure timely order fulfillment, delivery confirmation, and accurate billing within stipulated timeframes.

• Efficiently manage all customer-related inquiries, including document requests, account setup, and price adjustments, ensuring prompt resolution.

Issue Resolution and Continous Improvement

• Drive the timely resolution of customer issues and complaints.

• Oversee the logging and investigation of feedback, collaborating with relevant stakeholders and departments to implement sustainable solutions aligned with our Continuous Improvement philosophy, quality procedures, and ISO policies.

• Manage credit/debit note issuance and supporting debtor aging follow-ups.

Process Enhancement Initiatives and Ad-hoc Support

• Assist the Lead to identify opportunities for process improvements by reviewing Key Performance Indicators (KPIs).

• Assist the Lead to implement initiatives to enhance service delivery quality and customer satisfaction.

• Support the deployment of Customer Care strategies, digital initiatives, and updated policies to optimize team performance in alignment with company and group directives.

• Provide support for various administrative tasks, including document retention according to ISO standards and finance audit requirements, and assisting the asset department with monthly stock takes.

Are you a MATCH?

• A Bachelor's degree in any discipline

• Possess strong problem-solving skills and a customer-centric mindset

• At least 3 - 4 years experience in a sales administration, customer service, or a related operational role

• Highly organized, detail-oriented, and capable of managing multiple priorities effectively

• A proactive attitude with a commitment to continuous learning and process improvement.

• Good communication (written and verbal) and interpersonal skills, with the ability to handle diverse customer requests professionally.

• Able to work on a 5.5 days basis (alternative Saturday).

• Ability to travel for work purposes when required.

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About Air Liquide
 

A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.

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.