Overview:

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person- one identity.

Responsibilities:

Handles inquiries from external clients and internal business teams; answers staff questions and resolve escalated matters.

Responsibilities include completing basic client requests and providing responses in timely fashion. Maintain service level agreements (SLAs) and commitment to Customer Experience

Pro-actively interacts and collaborates with internal business partners to ensure customer requests are understood and met.

Ensures compliance with policies, guidelines and regulatory requirements.

Knowledge of Idemia product and service to provide to customer and upsell these services

Utilizes independence in solving problems and making decisions.

Works within established guidelines, with complex or unusual situations being discussed with manager.

Efforts are focused on achieving a differentiated customer experience. Serve as single point of contact for customer to resolve problems, effectively listen to customer’s perspective and needs and maintain a sense of urgency

Generate and validate weekly test invoice

Work with cross department to ensure monthly invoicing is accurate and issued to the customer timely

Responsible to ensure that operations delivered all demands according to the SLA’s

Log and track complaints in CRM, Coordinate resolutions, and follow through protocols.

Examine delivery trends and work with stakeholders to improve communication and turnaround timelines

Monitor production reports to track customer demand progress and proactively update the customer

Maintain proper relationships with sales & Customers to understand their requirements/priorities

Exhibit teamwork skills by working cross department

Follow defined processes and procedures

Take responsibility for service recovery at the point of failure

Responsible for accurate execution of all customer set-ups – new or change

Organize customer meetings and plant tours

Manage customer supply chain by monitoring key material ordering and receipt dates

Ensure customers do not reach out-of-stock situations

Ensure inventory reports are monitored and sent to the customer on a timely basis

Utilize available software/systems to make decisions and respond to customer inquiries on time

Work closely with and maintain effective communication with production supervisors, managers and all internal departments.

Follow Quality Performance Objectives for department

Ensure that all company ISO procedures and requirements are followed

Responsible for reviewing customer contract to ensure that the customer is being charged for all Services

Manage Idemia and customer confidential information related to pricing, customer data/Volume as well as advance knowledge of marketing plans from the customer

Qualifications:

Minimum of 5 years customer service experience or account management.

Command of the English, including spelling and grammar.

Proven proficiency with emphasis on Microsoft Office Outlook, Excel and PowerPoint