Customer Advocate - French Speaking

An Amazing Career Opportunity for a Customer Advocate (French Speaking)!! 

Location: Galway

Job ID: 23464

Do you thrive within a fast-paced environment, ensuring that customers get the support they need through all phases of their ordering experience? Then this is the role for you!

You will be responsible for building and maintaining relationships with all the customers in your assigned region. You will collaborate with and support Regional Sales Managers, Inside Sales teams and the Order Management team within the region to provide an exceptional customer experience.

Who are we? 

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,000 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

As our Customer Advocate, you’ll support HID’s success by: 

• Building and maintaining an excellent relationship with customers both internal and external.
• Ensuring customer information is accurate in the CRM Salesforce.com
• Ensuring eBS Oracle is set with accurate defaults for your dedicated customer accounts.
• Building your knowledge of HID PACS products; attending training as required.
• Dealing with customer queries by phone and email via SF.com case management, escalating any persisting challenges to the CS Manager/Snr Advocate/Sales Manager/Pre-sales as appropriate.
• Resolving pre-booking holds with customers and internal stakeholders (issues preventing the booking of orders); escalating any persisting challenges to the Customer Service Manager/Senior Advocate or Regional Sales Manager/ Pre-sales as appropriate.
• Coordinating with other departments to expedite / resolve customer orders, issues and concerns.
• Having the ability to learn complex systems & processes.
• Logging all communication with customers on the CRM SF.com.
• Being proactive – call the customers to inform them of any changes relating to their orders as advised  by Production Control and/or Order Fulfilment Manager.

What we will love about your background: 

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must have a passion to make customer satisfaction their highest priority.
• Must be a self-starter who can work with limited supervision but who will escalate to management when necessary.
• Must have the ability to perform multiple tasks simultaneously to a high degree of quality/accuracy and be capable of consistently achieving team/department goals and SLAs.
• Must be a solid team player and seek to resolve customer issues interdependently with other areas of the company as needed.
• Must have the ability to clearly and effectively communicate with customers by telephone and in written communication.
• Must have attention to detail skills and be diligent in terms of follow-up and completion to the satisfaction of our customers.

Your Experience and Education include:             

• Previous experience of working within a busy customer services department, helping to achieve excellent time management, efficient prioritization and delivering a superior customer experience; essential.
• Some experience in a technological environment would be an advantage.
• A minimum of 3 to 5 years Customer Service experience; preferably in a high technology industry
• Preferred knowledge: Oracle, Sales Force, Agile
• Ability to effectively communicate in the English language verbally and in writing.
• Ability to effectively communicate in the French language verbally and in writing.
• Ability to read and interpret technical journals, specifications, international technical standards.
• Proficient in MS Office applications, such as Word, Excel, PowerPoint.
• Familiar with operating systems, such as Windows.
• Previous experience of using the Oracle system would be a distinct advantage.
• Knowledge of using a CRM system would be beneficial.

Why apply? 

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 52,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.