Work Flexibility: Hybrid

Position Summary

The Senior Kit Booking Representative has spent time gaining knowledge and experience and has established their knowledge in the various aspects of their role.

With the experience gained, the Senior Kit Booking Representative is able to answer queries and questions and escalate when necessary.

Key Activities & Responsibilities

Processing kit booking orders, credits, loan kit queriesArranging returns and collections and handling proof of delivery and pricing requestsHandling incoming e-mails and callsProactively communicating with internal & external customersInvestigating and resolving invoice disputesLogging and follow up of issue resolution and related communication back to the customerDemonstrate knowledge in at least one or more complex areas / processesTaking ownership of specific areas of responsibility such as key accounts, complex orders (e.g. capital orders, lot consumption)Effectively priorities the tasks within these areasTake ownership of complex queries related to these areasInvestigating and resolving invoice disputes and pricing queries

Education / Qualifications

High School diploma or equivalent

Preferred:

Further education in a relevant discipline

Experience / Skills

Essential: 

3 years in customer service, order management or contact center roles Experience in Kit Booking, order management or customer contact processes is desirable, preferably in a kit related businessFluent language of base country, spoken and written are essential Has demonstrated the ability to build strong relationships with customers and colleagues Can communicate proactively and professionally with Sales team members and Customers Ability to adapt to different types of people and situations to ensure positive outcomes Intermediate knowledge of MS Excel, MS Outlook, MS Word, Internet Basic ERP system knowledge 

Desirable: 

Solid understanding of Customer Service process flows Solid understanding of good documentation practices and documentation retention Has some experience of handling difficult situations independently Working level of English 

Travel Percentage: 10%