First contact between end customers and sales; Processing orders from end-customers and providing constant support post-order;Ensuring an appropriate order flow - solving stock issues, price issues, different customer demands; Resolving dispute queries;Problem solving and critical thinking;Ongoing communication with other departments such as Collections and Pricing in terms of providing assistance and documents from end customers for different claims or invoice and pricing issuesParticipating in teleconferences / meetings with customers and regionWeekly / monthly KPI / SLA reports Achievements / Skills:Successfully taking over new process in On the Job TrainingCreation of Standard Operational Procedures - Dispute managementTraining / mentoring new joiners Lean six Sigma 3 stars certificationConstant good feedback from region, sales and end customers

Customer care | CGS / Bucharest•Resolve customer questions, complaints and requests via telephone. Retail Point of Sale purchase disputes, return/exchange, queries.•Promptly respond to customer inquiries. Handle and resolve complaints.•Return / Exchange of any direct ship without first directing customer to Store to provide fastest return and refund for customer.•Perform verifications. Service & Repair order status, returns, replacements. Order status inquiries. Order cancellation requests,•Verify for fraud, rezolve problems on customer account and handle the connection that the customer has with the server•Troubleshooting the device/ exchange the old device with the new one/ offer support for the new device that the customer purchased/ in case if not possible to resolve remotely offer the customer the appropiate channels for him to have the issue solved .•Manage customers' accounts•Offer customer support using different software applications•Record details of actions taken.•TOP performer, metrix results on green•Great customer VOC