Central Business Support Team: English,German

Your Profile:
• Minimum one years office work experience
• Fluent English knowledge plus German mandatory
• Must have very good knowledge in using PC and Microsoft Office (Outlook, Excel, PowerPoint, Word)
• Ability to work as part of a remote/virtual team
• Good communication skills (good questioning and listening skills)
• Strong motivation, good eye for detail, high degree of accuracy
• (Internal) Customer service mentality
• Have a positive attitude and professional conduct
• Self motivated and task oriented
COMPETENCY REQUIREMENTS

• Customer oriented – keep customer always in mind
• Valuable individual but very good team player
• Flexibility and adaptability
• Ability to take initiative and develop solutions
• Perfectionist approach to detailed work
• Strong analytical skills
• Ability to work under pressure
• Meet agreed deadlines for action
• Deliver quality outputs
• Interest in learning new systems
• Ability to handle multiple tasks
• Maintain a good relationship with CRM EMEA points of contact

Responsabilities:
• Acquire advanced job skills (good knowledge of processes and tools) in order to be able to complete routine and moderately complex assignments/tasks (advanced knowledge of Siebel and Business Objects and other country specific processes)
• Acquire good understanding of general aspects of the job and become familiar with company policies and procedures (basic knowledge of business, and products in Sales Operations)
• Continuously provide high quality support to EMEA end users

MAIN RESPONSIBILITIES
(Key Result Areas)
Tasks / Assignments

• Act as the front-end focal point for EMEA customers inquiries via web (OVSD), email or telephone about Siebel 7.5, SAMI, Forecast Portal, CIP, KPI, main focus depending also on language skills
• Provide immediate solutions to customers issues on the very first contact whenever possible
• Incorporate a broad knowledge base and high level of communication skills to ensure customer satisfaction
• Owns responsibility of analyzing, understanding, interpreting the customer’s support issues
• Coordinate customer complaint escalation process and serve as a focal point for contact and resolution
• Act as an interface between IT support and end-users
• User setup for Siebel 7.5, SAMI, Forecast Portal, CIP, KPI
• Ad-hoc tasks as requested by country CRM teams, with timelines/deadlines as agreed with them (examples : opportunity updates, alliance partner updates)
• Test of new Siebel 7.5 releases
• Attend the mandatory CRM meetings, team meetings, APT meetings
• Support EMEA projects and bring his/her own contribution to it
• Active interest in learning, in order to provide the highest quality support to our customers
• Proactively escalate any issue identified in Siebel 7.5, SAMI, KPI, CIP, Forecast Portal
• Maintain archives in order to provide information’s continuity


Process improvements
• Incorporate the personal experience and knowledge to improve the general support process used in day-to-day activities
• Actively search for new solutions to improve the day-to-day activity

Training and communication
• Attend all required trainings and provide feedback, information and recommendations in support of training improvements
• Assist new comers as per request in completing their mandatory trainings/tasks from the New Employee Orientation program
• May deliver or assist in delivering trainings and/or presentations on Business Support functions or general business issues
• Act as team member by providing information, analysis and recommendations in support of team efforts.
• Ensure transparency of information, by properly documenting and storing on Share Point the information of public interest.

Other responsibilities
• Ensure proper backup and handover during vacation and other absence
• Participate in the department’s activities related to policies and procedures
• Apply Control & Quality policies to ensure policies and audit requirements are met
• Respect confidentiality and private information policies by disclosing information generated within the department exclusively to authorized receivers
• Responsible to care for and secure the department’s equipment under his/her ownership during the duration of his/her employment
• Support the department’s development projects with relevant data and actions
• Answer e-mails within the agreed timelines and immediately for urgent ones
• Perform additional activities assigned by managers

Fluent English,
Motivated,
Accuracy and ease with numbers,
Self-organized and creative,
Team spirit,
Good communication skills,
Negotiation skills
Ability to work effectively to tight, fixed timescales,
Excel proficiency

Please send your Cv at florentina.lascut@apt.ro