For our Customer Care Center team we are hiring a fresh, experienced mind for this supporting role and within a high performing team as Customer Quality Agent.
The main part of this role is to follow the Avery Dennison standard customer complaint process for a dedicated portfolio of customers. Together with your team you will handle our customer complaints in order to meet our customer response time as well as our cost/complaint target, while being the first contact point for our external and internal customers.
You will:
- Respond via email or telephone to the customers
- Manage the administrative part of the complaints using different tools
- Escalate appropriately technical issues to the technical team
- Develop and maintain positive relationships with both internal and external customers.
- Deciding on outcome of Complaints based on factual analysis
- Maintain appropriate documentation and reporting to enable and monitor corrective actions and measure key performance metrics.
- Prepare reports and provide information on complex complaints to management when needed using the available digital tools
- Participate in continuous process improvement projects
The position is based in Rodange, Luxembourg and reports to our Customer Care Coordinator.
Home office is possible, after the probation period, according to the policy in place.
Let's talk about you !
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Ideally, you have a University Degree (Bachelor in Management, Customer relations or International Trade). Please do not hesitate to apply even though you don't have that kind of academic background
- Ideally, you possess a previous experience of 2/3 years in a Customer service team or you have the right mindset to learn a new job !
- Young graduates are welcome !
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You must have excellent communication skills in English oral and written. Any additional EU language is a plus
- You can offer good problem solving and critical thinking skills
- You possess a strong cultural empathy and you are a team-player
- You are customer-focused
Why join us?
The Avery Dennison Luxembourg site in Rodange is a growing production site of 540 people, staffed by close-knit, multidisciplinary teams with a wide variety of nationalities. It is the factory producing the largest volume of self-adhesive materials in the world. The site is also at the forefront in reducing its carbon footprint.
We offer:
- structured integration and development of your skills
- competitive remuneration
- flexibility in the workplace
- development opportunities including internationally
For more information on our Diversity & Inclusion approach, please click on this link: https://www.averydennison.com/en/home/about-us/diversity-and-inclusion.html
