Customer Support Advocate, Quadient
$16.83 - $25.24 per hour
Business communication solutions software
Job no longer available
Business communication solutions software
1001+ employees
Job no longer available
$16.83 - $25.24 per hour
1001+ employees
Company mission
To simplify the connection between people and what matters.
Role
Who you are
- High School Diploma or equivalent (GED) required with 2-5 years of customer service experience, including 1+ year continuous
- Ability to multi-task in a high-volume, fast-paced call center with intermediate computer skills; typing 45 WPM+ and 10-key by touch ideal
- Proficiency in Windows applications (Microsoft Office) and reliable high-speed internet connection (200+ Mbps download / 20+ Mbps upload)
- Ability to work remotely with minimal noise/distractions, consistently producing measurable results
- Preferred experience: hands-on troubleshooting, leasing and billing with multiple software systems, and familiarity with systems like SAP, Salesforce, and CRM
- Fluency in 2+ languages is a plus
- Our top-notch Customer Support Advocates are highly emotional intelligent, possess the initiative to seek and embrace change, passionate about helping others, remain flexible/adaptable as the business needs require
- They are also proficient in problem solving over the phone, able to improve the company by establishing and achieving goals, use a style of communication that is open and honest, and represent our organizational core values in every interaction
What the job involves
- The Quadient Customer Support Advocate is responsible for handling inbound inquiries from internal/external customers, dealers, and field service offices
- These calls will vary between dispatching, repair questions, detailed problem resolution through troubleshooting equipment, postage and supply support, billing inquiries, and the resolution, review, and explanation of contractual agreements as well as other various requests
- Handle incoming calls, emails, and inquiries for district, dealer, and internal customers, ensuring prompt resolution and proper documentation
- Provide first-call resolution for troubleshooting depot repair equipment models using various software programs
- Interact professionally with internal and external teams to resolve issues and respond to communications in a timely, clear, and concise manner
- Exercise judgment and discretion in daily tasks, partnering with managers and team members for efficient and effective work
- Research and resolve routine requests and customer concerns, providing global support for all Quadient products and services
- Meet and exceed established call metrics, embrace continuous improvement, and accomplish additional tasks assigned by management
Our take
Quadient is a global company providing intelligent automation for business communication, smart mailing, shipping, and parcel locker solutions; with a focus on improving the customer experience of ordering and receiving packages. Formerly known as Neopost, the company has grown to support hundreds of thousands of customers worldwide.
Quadient has a record for developing its offerings ahead of changes in the market and has a history of smart acquisitions. In the last couple of decades, the company acquired a series of companies with market-leading technologies – such as customer communication management provider GMC Software, and Parcel Pending, the leader in the US parcel locker market.
The beginning of 2024 saw the acquisition of Frama, a mailing and document management solution bring in 30,000 new customers for Quadient. It has also developed its largest lockers yet, enabling the company to expand service to retailers and distributors delivering extra-large and oversized goods.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Company HQ
Bagneux, France
Leadership
Geoffrey Godet
(CEO, not founder)Previously served as President & CEO for Flatirons Solutions, CEO for Jouve, and Chairman of the Board for CORENA.
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