We Are Looking For You – Senior Agents, Specialists (SMEs), and Team Leads
Locations
Düsseldorf (Hybrid)
Utrecht, Amsterdam (Fully Homeoffice)
Language Requirements
German: C1
English: B2
For this position we work together with one of the top 10 biggest IT Service providers worldwide,with over 200K employees, supporting over 900 of the Fortune 1000 in over 65 countries. To support one of their Enterprise clients, they are looking for experienced BPO candidates for their Order Management team.
Why You Should Apply
· Market competitive salary (between 33-52K depending on experience)
· International working environment
· Benefits including pension and healthcare
· Working for Enterprise end clients
· Potential to develop vertically or horizontally within the organisation
Your Responsibilities
Senior Agent Order Management
· Support building training curriculum & Work Instructions
· Interact with the sales team through chat or calls through Microsoft Teams
· Provide email support
· Interact effectively with upstream and downstream teams
· Support Request on behalf of sales force i.e Amendments, Pricing sheets or quotes etc. for service
Order Management Specialist
· Support Request on behalf of sales force i.e Amendments, Pricing sheets or quotes etc. for service requests
· Provide subject matter expertise for complex issues
· Build training curriculum & Work Instructions
· Identify and communicate opportunities for continuous process improvement
· Use existing knowledge base to provide a customer facing root cause assessment
Team Lead
· Handle a team size of 15 to 20 Associates
· Provide subject matter expertise for complex issues
· Attend process level meetings i.e client facing
· Support Management with insights on the process/domain decisions
· Build training curriculum & Work Instructions
· Identify and communicate opportunities for continuous process improvement
· Use existing knowledge base to provide a customer facing root cause assessment
· Manage implementation of automation initiatives for the team
· Engage team in process improvement activities. Work with multiple teams to optimize processes
What We Are Looking For In You
· German at least C1, English at least B2
· Experience working in BPO Sector
· Handle escalations
· Flair for driving process improvement opportunities
· Hands-on experience in working on Order to Cash process i.e Agreements/Contracts, Quote Management
· Good Understanding of L2 process: Pricing, Amendments, pricing sheets etc. (for the role of SME Specialist)
· Team & performance management (for the role of Team Lead)
· Flair for driving process improvement opportunities
· Proficient in Excel
Are You Interested?
I am happy to help you with the entire application process!
Johanna Simon
