Are you looking for a new challenge?
We Are Looking for Senior Agents, Specialists (SMEs), and Team Leads
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.
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 salesforce i.e
Amendments, Pricing sheets or quotes etc. for service
*Order Management
Specialist
· Support Request on behalf of salesforce 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
Qualifications:
· Fluent in German C1+, English 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
Benefit:
· 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
Locations: Düsseldorf (Hybrid) | Utrecht, Amsterdam (Fully Home office)
Send your CV now to Seol.cho@cpl.ie and start a confidential and professional career consulting conversation faster than anyone else.
