Customer quality agent (12 month contract)

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 during 12 months.

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.

Let's talk about you !

• 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 !
• You must have excellent communication skills in English and Italian. French is nice to have
• 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  

Who we are! - Our Story:

Every voice. Every day! Eight Values. One Team!

Being open to every voice, every day, brings our value of diversity to life and makes Avery Dennison a vibrant and engaging place to be. We understand diversity and equal opportunities as enrichment for our future-oriented work. Across our diverse, global team, every voice makes us stronger. When we listen to and learn from each other, there is no limit to what we can achieve together. Each of us is unique, and we appreciate bringing together different personalities and talents.

At Avery Dennison, we do what we love, and we love what we do - Just click here, and get to know us better: Life @ Avery Dennison (linkedin.com/company/avery-dennison/life/emea)