Customer Service Specialist (Специалист обслужване на клиенти)

Air Liquide Bulgaria has been on the domestic market since 1999 and is a countrywide recognised gas producer and supplier of technologies, services and gases for the food industry, large industries, healthcare and environment. Air Liquide Bulgaria has a team of 95 employees serving industrial customers.

How will you CONTRIBUTE and GROW?

Provide administrative support to the commercial activity and/or to the customers/patients, like contract management, customer organizations' interfaces, payors' interfaces (States or Private Insurance).

Contributes to the development and success of the Customer Service Center, with a primary mission of enhancing the overall customer experience and ensuring operational excellence.

1. Customer Satisfaction Surveys

• Conducts regular customer relationship surveys and analyzes the results to develop and implement targeted action plans for improving customer satisfaction, as well as other various sales and/or marketing initiatives.

1. Direct Customer Communication

• Initiates and coordinates various projects, communication, and direct contact with customers and distributors through inbound/outbound calls and received emails.
• Coordinates and provides follow-ups on customer-specific requests, ensuring a high level of first call resolution for all requests.
• Regularly addresses and analyzes customer feedback and follows an action plan in order to improve the customer experience.
• Communicates actively with customers regarding the returning of assets (cylinders, bundles, etc.).
• Collaborates closely with sales, business development, marketing, logistics, finance, and production departments to exchange any information needed to provide accurate feedback to customers.

1. Claim Management

• Oversees the end-to-end claim management process, ensuring the timely and effective resolution of all issues, while proactively analyzing root causes to minimize future claims
• Executes corrective actions to resolve identified issues and actively contributes to continuous improvement initiatives.

1. Digitalization

• Contributes to the implementation of projects related to the company's digitalization initiatives.
• Participates in, supports, and coordinates the team's projects and initiatives, taking part in project implementations related to new ERP/CRM systems.
• Provides ongoing CRM training, support, and reporting for the sales team to ensure effective system utilization and data visibility

1. Customer Service Department Support

• Monitors, analyzes, and reports on key performance indicators (KPIs) on a regular basis to track departmental performance.
• As a member of the Customer Service team, contributes to and supports back-office processes (e.g., maintains correct customer master data, contract management, Sales Reps and Agents support).
• Ensures the company's policies and security requirements are met.

• Are you a MATCH?
• Bachelor's or Master's degree in Business Administration, Economics, or other related disciplines.
• More than 2 years of work experience.

Hard Skills

• Proficiency in ERP and CRM environments and the Google Suite.
• Advanced written and spoken English.
• Proven experience in customer service and professional communication.

Soft Skills

• Customer & Communication Excellence: Strong focus on customer satisfaction, professional communication, and presentation. Skilled in complaint management and providing accurate feedback to stakeholders.
• Analytical & Problem-Solving: Analytical mindset with the ability to identify process bottlenecks and develop effective, proactive solutions.
• Organization & Execution: Disciplined and highly organized with the ability to manage multiple tasks under pressure while meeting tight deadlines.
• Teamwork & Initiative: Cooperative team player who also works effectively independently and takes initiative to achieve goals. Project management experience is a plus.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.