The Global Language of Business

Customer Service Assistant Manager

Job type:

Consultant

Time type:

Full-time

Location:

Europe

Reports to:

Director Customer Service and Training

Post date:

11 October 2021

Position Summary:

The primary objective of this position is to provide high-quality Customer Service to GS1 Member Organisations (MOs) on GS1 standards, services and solutions. This role provides reactive and proactive customer service to GS1 MOs by creating a positive customer experience and facilitating the adoption of GS1 standards, services and solutions.
The role is also responsible for creating and maintaining Frequently Asked Questions and Knowledge Base Material. Effective MO engagement is key for this position. 

This role works closely with GS1 Global Office Subject Matter Experts (SMEs), Community Engagement, Data In, Data Out and Product Management teams, and collaborates with third parties providing technical customer support. 
 

Responsibilities:

•    Provides Level 1 assistance and advice to Member Organisations on GS1 Standards, Services and Solutions
•    Resolves inquires on business and technical topics, legal and marketing questions, user management and any other relevant areas coming from 
•    Proactively outreaches MOs by email, phone and any other relevant channels for strategic initiatives to facilitate the engagement with MOs
•    Performs the triage of the inquires, assesses and assigns priorities, and routes them to Level 2 third parties or GO Subject Matter Experts when needed
•    Assists customers in countries where there is no GS1 MO with Global Company Prefix allocation and access to the GO Activate service for GS1 key issuance. 
•    Acts as administrator of the GS1 ticketing management system, maintaining and continuously improving its configuration 
•    Ensures that all the inquiries are troubleshooted and resolved
•    Reviews customer feedback and takes action to improve the customer satisfaction
•    Prepares and distributes weekly and monthly reports on customer requests, resolution times, service level agreements, customer feedback
•    Participates in weekly and monthly review conference calls with third parties, to ensure that current issues are handled in a timely way and potential issues proactively prevented
•    Creates and updates Frequently Asked Questions and knowledge base material in collaboration with GS1 SMEs and third parties
•    Provides proactive input to standards and services teams, to ensure recurrent issues are properly analyzed, the root cause identified, and reoccurrence avoided 
•    Acts as a backup for other Customer Service team members 
•    Participates in GS1 projects as customer service representative, to establish the customer service for new products or services, enhance processes and tools, and seek for opportunities to improve the customer experience 
•    Coordinates the onboarding of new Member Organisations 
•    Coordinates and facilitates workshops, conference calls, virtual and face-to-face meetings with GS1 Global Office and Member Organisation participants
•    Prepares and delivers webinars and participate in the development of training materials in collaboration with SMEs
•    Actively participates in GS1 events to present and promote customer service best practices, current projects, and to engage with MOs customer service representatives: prepare and deliver customer service sessions in collaboration with the customer service team
 

Education/Experience:

•    3+ years experience in customer service, preferably in software factories
•    Bachelor’s degree 
•    Experience working with globally distributed and diverse teams
•    Familiarity with technology and software development lifecycle
•    Knowledge of Agile principles and methodology
•    Knowledge of customer service systems and technologies
 

Skills required:

•    Fluency in English, oral and written is mandatory 
•    Exceptional customer focus
•    Ability to effectively communicate with highly technical and non-technical persons seamlessly
•    High level written and verbal communication skills
•    Ability to build and maintain positive working relationships, internally at Global Office and externally with Member Organisations and third parties, in a multinational environment
•    Good presentation skills
•    Training skills
•    Analytical skills
•    Team player with the ability to work autonomously
•    Proactive mindset
•    Basic understanding of GS1 System and desire and willingness to build and constantly develop expertise 
 

How to apply:

Send your application with CV to:

  • Blue Tower, Avenue Louise 326, bte 10
  • B-1050 Brussels, Belgium 
  • Tel: + 32 2 788 78 00 
  • E-mail: jobs@gs1.org 

Responses will be treated quickly and with strict confidentiality.