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    Customer Experience Coordinator M/F - Porto, Portugal - Voltalia

    Voltalia
    Voltalia Porto, Portugal

    há 1 semana

    Default job background
    Fixed-term
    Descrição

    Customer Experience Coordinator M/F

    At Voltalia we are passionate about renewable energies We are an electricity producer from wind, solar, hydro, biomass and storage and also a service provider to 3rd party clients such as Development, EPC, O&M and Distribution.Today we are in 20 countries, split among 4 continents, and offering a global operating capacity to our clients. We are listed on the regulated Euronext market in Paris since July 2014.

    Our Equipment, Trading and Distribution department is looking for a Customer Experience Coordinator , that will have the following responsibilities:

    · Manage all the team responsible for the care and support of our customers (business-to-business)

    · Create culture and processes to support business achievements and objectives in compliance with their customer service

    · Create and optimize of internal processes and procedures

    · Supervise the areas of Order Processing and Complaint Management

    · Create and improve of relevant Customer Metrics

    · Optimize and monitor the cooperation with the Sales teams

    · Identify new tools and technologies to better serve the customer

    · Map Customer Insight and Root Cause Analytics to identify improvements for the business line

    · Identify potential risk issues and ensure full regulatory compliance and legal requirements

    · Work with other departments as Sales, Finance, Marketing and Operations to negotiate and influence customer experience improvement

    · Act as the voice of the customer across the organization

    · Support team ́s competences development and growth

    · Support Finance and Quality team ensuring the regular reporting (customer's receivables, sales orders backlog, sales metrics, etc.)

    · Supporting the team in all matters relating to customer care

    REQUIREMENTS

    · Experience in similar functions of at least 5 years (Business Management degree is an advantage)

    · Previous experience in renewable energy is an advantage

    · Proficiency in English and Portuguese language (written and spoken)

    · Experience with IT tools (MS Office, ERP, CRM)

    · ERP and/or CRM Implementation experience

    · Able to interpret MI/BI

    · Team management skills

    KEY SKILLS

    · Strong strategic and customer focus

    · Market Analyzes

    · Excellent communication skills and capacity to adapt it to all levels

    · Capacity to work autonomously and motivate others

    · Capacity to work in a fast pace environmental

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