Global Customer Care Analyst

The Company:

JAGGAER is the world’s largest independent spend management company, with over 1,850 customers connected to a network of 3.7 million suppliers in 70 countries, served by offices located in North America, Latin America, throughout Europe, the United Kingdom, Australia, Asia, and the Middle East. JAGGAER offers complete SaaS based indirect and direct eProcurement solutions with advanced spend analytics, complex sourcing, supplier management, contract lifecycle management, savings tracking, and intelligent workflow capabilities. We have pioneered spend solutions for over two decades and continue to lead the innovation curve by listening to customers and analysing the market. Our solutions suites are trusted by the world’s largest education, manufacturing, health care, retail, consumer package goods, logistics, construction, utilities companies and public service organizations.

Overview

The role of Global Customer Care Analyst concerns attending to all incoming request channels of the Global Customer Care department and resolution of CRM cases, customers concern, requests and enquiries received through these contact channels with highest quality of customer service.

This role will ensure maximum attendance of incoming requests with employing highest quality of customer service protocols and take ownership of unresolved cases (CRM) and will take action to ensure that the highest level of customer satisfaction is always maintained.

Position overview:

Supporting and handling technical issues for our customers and their suppliers in our company software
The connection point between customers/suppliers and other departments (Development, Project management, Professional services, etc.)
Analysing customer and project-specific interfaces and workflows
Customer relationship and escalation management on your own responsibility
Responsible for processes and knowledge of inhouse-solutions
Ability to translate technical knowledge and concepts to non-technical people

Position Requirements:

Excellent written and verbal skills
Proficient English
Good understanding of business processes and proficient computer skills
Strong customer focus, communication skills and high stress-resistant
Ability to learn quickly and willingness to do so
Creative, solution-oriented, and able to work autonomously
Ability to work collaboratively in a team

Our offer:

Competitive remuneration
One-year fixed-term contract
Trainings will be provided
Exciting and challenging work within an international team
A modern office with excellent infrastructure
An open and dynamic company culture