Customer Service Representative (English/Spanish native)

Biocartis; Antwerpen; On-site; EUR 38,000 - 54,000; Full time

Job summary

Biocartis in Mechelen, Belgium is seeking a Customer Service Representative to act as a liaison between customers and back-office functions. You will handle complaints, orders and inquiries with accuracy and professionalism.

The role requires a bachelor in languages or economics, 3+ years in a similar international sales setting, and strong English/Spanish/Dutch communication, with proficiency in MS Office and ERP systems. Relocation is not offered.

Qualifications

• Bachelor degree in languages or economics or equivalent through experience.
• Min. 3 years of experience in a similar role in an international sales organization, preferably within the medical devices or life sciences industry.
• Working knowledge of the order process workflow; Excellent multilingual verbal and written communication skills (English / Spanish / Dutch).
• Excellent analytical and organization skills; Excellent telephone skills; Able to multitask; Good interpersonal skills; Able to resolve conflicts; Thrives in a fast-paced environment.
• Experienced user of MS Office & ERP systems; Knowledge of Salesforce is a plus.

Responsibilities

• Assist with complaints, orders, errors, account questions, billing, cancellations and other queries.
• Handle customer inquiries in a timely, accurate and professional manner to solicit customer satisfaction through the resolution of issues.
• Greet customers warmly and ascertain problem or reason for calling.
• Triage calls and electronically refer the account to the appropriate area for resolution.
• Process order intake and assist with placement of orders, refunds, or exchanges.
• Open and maintain customer accounts by recording and updating information.
• Suggest potential products or services by analyzing customer needs.
• Contribute to team effort by achieving related results as needed.
• Facilitate shipping and transport inquiries.
• Aid in product recalls.
• Log and administer service requests.

Skills

Multilingual communication

Analytical skills

Organizational skills

Telephone skills

Interpersonal skills

Conflict resolution

Time management

MS Office

ERP systems

Salesforce knowledge

Education

Bachelor degree in languages or economics

Tools

Salesforce

ERP systems

MS Office

Job description

The Customer Service Representative acts as a liaison between the Customer and back office functions.

This role is based in Mechelen, Belgium. We do not support relocation for this role.

Accountabilities

• Assist with complaints, orders, errors, account questions, billing, cancellations and other queries;
• Handle customer inquiries in a timely, accurate and professional manner to solicit customer satisfaction through the resolution of issue(s);
• Greet customers warmly and ascertain problem or reason for calling;
• Responsible for triaging the call and electronically referring the account to the appropriate area for resolution;
• Responsible to collect and process order intake. Assist with placement of orders, refunds, or exchanges;
• Open and maintain customer accounts by recording and updating account information;
• Recommend potential products or services to management by collecting customer information and analyzing customer needs;
• Contribute to team effort by accomplishing related results as needed;
• Facilitate shipping and transport enquiries;
• Aid in product recalls;
• Logging and administering of service requests.

Profile requirements

• Bachelor degree in languages or an economic orientation or equivalent through experience;
• Min. 3 years of experience in a similar role in an international sales organization, preferably within the medical devices or life sciences industry;
• Working knowledge of the order process workflow;Excellent multilingual verbal and written communication skills (English / Spanish / Dutch)
• Excellent analytical and organization skills
• Excellent telephone skills
• Able to multitask
• Good interpersonal skills combined with the ability to make an impact
• Able to resolve conflicts
• Thrives in a fast-paced and changing environment;
• Experienced user of MS Office & ERP systems;
• Knowledge of Salesforce is a plus.

Interested?

We offer you a challenging job in an exciting environment, working for top entrepreneurs in the biotech industry. You can be part of a very dynamic, young and growing team in a highly innovative environment. You will have freedom to shape your work and shape your job. Your input is highly appreciated.

Of course we offer you a fitting compensation package which includes a Flexible Income Plan.