Customer Care Specialist

1 month ago


pune, India BOBST Full time
Main Responsibilities
Provide world class customer support
Manage new service intervention and spare parts requests in the ERP system
General customer request management
Validate and update customer information and record daily activities
Monitor and manage all customer requests till completion
Measure customer satisfaction
Ensure highest level of customer satisfaction
Customer calling for feedback
Key Daily Tasks
Answer customer calls daily during office hours and also after office hours and on Weekends too, based on need.
Record customers’ requests in Salesforce CRM by creating cases.
Manage Field Service Technicians’ logistics using SAP as a standby to the despatcher.
Validate and update customer information in the ERP system.
Be empathetic and work as an advocate for customers
Ensure customers’ needs are met quickly and efficiently
Invite customers to call back if they are not totally satisfied
Follow all assignments through to their completion: parts, field service, technical service or other and measures customer satisfaction
Escalate unresolved concerns to designated Superiors in the company
Communicate regularly with other individuals/departments within the organization
Participate actively in daily/weekly meetings
Perform related duties as assigned or required to meet company goals and objectives
Critical Skills and Personal Attributes
Customer focus
Excellent telephone etiquette
Solution provider
Systems knowledge / computer skills / database management
Should have integrity, trust and sense of urgency
Promotes quality and value
Establishes relationships / articulate
Process knowledge
Excellent verbal and written communication skills
Positive Attitude
Time management
Sales skills (promotes Bobst organization and products)
Understanding of Salesforce, MS office, SAP, etc.
Education and Experience
Education & Experience
Bachelor’s degree in Commerce/Science with 2-3 years of experience in customer service of capital goods industry preferably in printing and packaging industry.
For more than 130 years, and over 50 countries, BOBST has always been at the forefront of innovation and we want to accelerate connectivity, digitalization, automation and sustainability to make packaging better than ever.
BOBST is one of the world’s leading suppliers of equipment and services to packaging and label manufacturers in the folding carton, corrugated board and flexible materials industries. Join our highly qualified staff and together, let’s shape the future of the packaging world.


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