Customer Service Specialist / Специалист по работе с клиентами (Almaty, Kazakhstan)

Henkel is in search of a Customer Service Specialist, Henkel Consumer Brands (Специалист по работе с клиентами) in Almaty, Kazakhstan.

Responsibilities:

• Accountable for customers facing activities/customer’s needs, acting as single point of contact for customers, adopting customer centric mindset.
• Run order-to-cash activities and Customer Service Management, focusing mainly on customer interaction-related activities (in/outbound). Handle customer orders, product reservations, credit notes, and customer communications (providing information on order fulfillment, product availability, and resolving disputes) and other requests that may arise.
• Build customer relationships by supporting enquiries with proactive approach.
• Collaborate with and provide support to internal customers (sales team, marketing) and handle requests.
• Closely working with factories regarding loadings and shipments, monitor shipments and identify reasons for delays in processing and dispatching orders and further informing Customers.
• Manage customer complaints, claims, and discrepancies:
  • Receive complaints and maintain a registry.
  • Verify the accuracy of documentation and related information.
  • Coordinate with relevant departments and management.
  • Notify customers of decisions made regarding their claims.
• Maintains detailed and up-to-date knowledge of the company's products and services.
• Strives for excellent customer service delivery.

• 2 years of experience in a similar customer service role (preferably in large corporations).
• Higher education (Bachelor's degree or equivalent).
• Upper-Intermediate level of English proficiency.
• Confident user of Excel.
• SAP knowledge is an advantage.
• Personal qualities: quick learner in a fast-paced, technical environment, stress resistance, attention to detail, systematic thinking, strong communication skills, and reliability.

• Employment in an international company with well-established corporate values and standards.
• Competitive salary.
• Annual bonus.
• Medical insurance.
• Social package (subsidy for food, payment for mobile services and other benefits in accordance with the rules of the company).