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