Customer Relationship Specialist

4 tygodni temu


Warszawa, Mazovia, Polska Ingenico Group Pełny etat

Ingenico Group is the global leader in payments acceptance solutions. As a trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators, and fintech customers, our world-class terminals, solutions, and services enable the global ecosystem of payments acceptance.

Key Responsibilities

As a Customer Relationship Specialist, you will be responsible for coordinating our managed services and contacts with customers according to Group strategy. You will have close interactions with the Operation team, the Group Repair and Industrialization team, the Repair and customization centers, the Sales teams, and the Customers.

Main Responsibilities

  • Managing orders, including order acceptance and processing, setting up order criteria, changes, and cancellations
  • Data reporting for invoicing and settlements
  • Preparing high-quality reporting data and analysis, including ARR, AFR, and MTBF reporting/analysis
  • Working closely with customers, subcontractors, and external parties, taking care of quality control according to contractually agreed KPIs and SLAs
  • Collaborating with other internal teams, including IT Support
  • Being in charge of hardware training for customers
  • Taking responsibility for full-cycle claim management
  • Offering technical support to the local organization
  • Troubleshooting, diagnosis, and solving of arising issues, as well as issue escalation where needed
  • Providing support for the Customer Portal, TMS, field services, and call center

Requirements

You have an engineer or technical degree and at least 3 years of experience in a technical position. You have an operational level of English and Polish.

Important Skills

  • Knowledge about repair activities
  • Experience in data analysis and report generation
  • Knowledge of field services and call center organization
  • Ability to be assertive and communicate effectively
  • Ability to work on your own initiative to demanding timescales

Nice-to-Have Skills

  • Desirable JIRA knowledge
  • SAP knowledge as an option


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