Customer Care Agent - German speaking Position Summary
The Customer Care Agent (CCA) handles customer requests related to BOBST machinery across Switzerland, Austria and Israel. As the first point of contact (only in Switzerland), the CCA provides exceptional support for product and service inquiries.
Energetic and self-motivated, the CCA builds customer confidence and enthusiasm.
With a strong background in customer service, they are empathetic and understand the urgency of customer needs.
Main Responsibilities
Ensure that customer needs are met quickly and efficiently
Registering and managing customer requests for: spare parts, field service interventions and technical support in the system and their continuous follow-up
Creation and follow-up of spare parts requests (Quotation, Order, Invoicing, etc.)
Regular communication with the customer about the status of their request
Exchange with international suppliers in the interest of our customers
Support regional Agents in Austria and Israel
Support the Zone Performance Solutions Managers
Follow and track KPI/Service Level Objectives (Severity Scheme) for tickets and parts flow
Handle daily contact with customers, ensuring correct flows of information
Handle daily contact with Agents and support them when necessary
Critical Skills and Personal Attributes
Functional skills: Ability to understand the business and its challenges
Systems knowledge/computer skills/database management
Pro-activity in supporting customers in all service questions.
Ability to share information with co-workers and management (hierarchical/transversal).
Personal skills:
Strong Customer Service focus
Superior communication and interpersonal skills
Problem-solving nature
Proactive work style, highly reliable and accountable
Compassionate and developed sense of service
Team player, acting with transparency and openness
Ability to multi-task in a dynamic environment.
Efficiency in responding to internal and external customer requests, ensuring high levels of communication at all stages
Education and Experience:
Completed apprenticeship in the commercial or technical domain
Knowledge of MS Office tools
Knowledge of SAP
Experience with Salesforce is an advantage
Very good knowledge of German and English
French level is a strong asset
For more than 130 years, and over 50 countries, BOBST has always been at the forefront of innovation and we want to accelerate connectivity, digitalization, automation and sustainability to make packaging better than ever.
BOBST is one of the world's leading suppliers of equipment and services to packaging and label manufacturers in the folding carton, corrugated board and flexible materials industries. Join our highly qualified staff and together, let's shape the future of the packaging world.
The production site of Mex, near Lausanne in Switzerland, is also the headquarters of the Bobst Group. It is the most important site, employing approx. 1500 passionate people.
It also trains each year roughly 200 apprentices. The site offers an idyllic work environment. In the countryside and close to major highways, it is also well served by public transport. It offers many amenities, such as a corporate restaurant, sports fields, a fitness and a nursery. The facilities have been recently renovated and represent a model for sustainable development.
jidd7b0bc7ade jit0624ade