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Customer Support

Angola, Luanda · Local employment

About The Position

Yapama is part of Mitrelli Group. We are a Healthcare Commercial Company with operations in Angola, Ivory Coast and Senegal. Our portfolio includes distribution agreements of the most relevant global companies in Laboratory, Imaging and Medical Devices, broad spectrum of equipment, solutions, and services, from equipment and consumables supply, users training and education, ongoing onsite and remote maintenance, to more complex consultation and evaluation to complete department projects, including site planning.

Opportunity

We are looking to hire a Customer Service Representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers.

Here are the major interface domains for this role: 

  • Contact with clients to guarante the level of service and KPI achievement.
  • Responding promptly to customer inquiries.
  • Knowing our products inside and out so that you can answer questions.
  • Processing orders, forms, applications, and requests.
  • Keeping records of customer interactions, transactions, comments, and complaints.
  • Communicating and coordinating with colleagues as necessary.
  • Internal coordination of Price Quotations (information coherence check, stock analysis, price requests) aligned with Commercial, Warehouse and Finance departments.
  • Control and follow up of open orders to Clients (aligned with Purchasing and Shipping areas).
  • Creation of Service Calls documentation (aligned with Technical team and Finance Department).
  • Regular report creation and sharing with the process owners (Commercial, Tech team and Finance) – Order Follow Up and Service calls.
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.


Requirements

  • Minimum 2 years experience in Customer Servive roles.
  • Ability to multitask & work under pressure;
  • Fast learner, diligent worker.
  • Experience working in a global environment (Preference).
  • Fluent speech and error proof writing in Portuguese.
  • Fluent English (spoken and written).
  • Proactive problem solver.
  • Flexibility and sense of urgency.
  • Good interpersonal and communication skills
  • Attention to detail
  • Must have Excel and Outlook experience.

Apply for this position

Legal entity: Mitrelli Projects, Lda Angola

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Legal entity: Mitrelli Projects, Lda Angola

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Legal entity: Mitrelli Projects, Lda Angola

Driver

Legal entity: Mitrelli Projects, Lda Angola

Driver

Legal entity: Mitrelli Projects, Lda Angola

Driver

Legal entity: Mitrelli Projects, Lda Angola

Driver