Customer Service

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

Key Missions:

• Owns the first level customer relationship for all BAU (Business As Usual) activities, including incoming requests and enquiries
• Coordinates contract execution with all relevant stakeholders in order to ensure high level of customer satisfaction
• Manages the end-to-end Sales Order Process for all customer order activities, including stock management, quoting and invoicing
• Supports regulatory customer and internal compliance requirements
• Manages customer queries and complaints to a satisfactory resolution
• Supports Account Manager in relation to contract delivery
• Manages multiple small-medium size or complexity customer accounts with minimal support
• Handles customer service inquiries, requests and problems directly, through a variety of mediums and also face to face, able to manage these effectively
• Uses internal tools and systems effectively
• Gathers and reviews information, trouble shoots and makes recommendations
• Prepares and presents customer reports and presentations
• Requires a general knowledge of the organization, products and services
• Assesses needs and suggests or promotes alternative products, services and solutions
• Sells or promotes products or services
• Organizes customer retention and growth trend documentation
• Freight Forwarding & Logistics Skills
• Organization and coordination of domestic and international transport
• Shipment tracking and on-time delivery monitoring
• Customs clearance coordination (import/export procedures)
• Cost analysis and shipment profitability control

What do you need to succeed this role:

• Good knowledge of Microsoft Office Suite, particularly Excel, Word, and Outlook
• Strong organizational and multitasking skills
• Conflict resolution and problem-solving abilities
• Empathy and patience when dealing with difficult clients
• Experience in customer support
• English (at least B1- written and spoken)