Junior OSS Customer Service & Service Operations Representative

Strassen, Luxembourg
Full-time
POSTED 18 DAYS AGO

About the job

Position Summary

The Junior OSS Customer Service & Service Operations Representative supports the daily execution of OSS Customer Service operations and contributes to the continuous improvement of customer experience, operational performance and business processes.

Working closely with senior colleagues, technicians, sales, finance and business development, the role participates in the management of customer requests, service activities, contracts, complaints, reporting and operational improvement initiatives.

The position offers broad exposure to customer service, service operations, digitalization, automation and business process management.

Key Responsibilities

Customer Service Operations

Process and follow up customer requests

Support order and service administration activities

Maintain customer master data

Support management of contracts and agreements

Assist customers through various communication channels

Ensure timely and professional customer communication

Service Operations Support

Support field service coordination activities

Assist with planning-related activities

Follow up work orders and service activities

Support maintenance contract administration

Manage machine and installed-base information

Ensure accuracy of operational data

Complaints & Escalations

Follow up corrective actions

Support customer escalation management

Participate in root cause investigations

Finance & Commercial Support

Support quotation follow-up

Assist with invoicing-related activities

Support cash collection initiatives

Follow up customer disputes

Participate in overdue reduction actions

Reporting & Data Management

Maintain operational reports

Monitor KPIs

Support dashboard creation

Ensure data quality in company systems

Continuous Improvement & Digitalization

Contribute to process improvement initiatives

Support implementation of new tools and systems