Customer Service Specialist

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

With the guidance of the Customer Service Lead, acts as Main interface for Tier 2 Customers. Acts as liaison with internal sales, marketing, technical team, card manufacturing and personalization center stakeholders during order treatment process. Build, grow and maintain a good relationship with regional customers by coordinating day to day activities.

Responsibilities

• Receive purchase orders & control order features according to contract or quote.
• Track approval process with “owners” for Printing, Coding, and Personalization approvals.
• To monitor customer semi-finished cards inventory against Service Level Agreement and require preventive/corrective actions on planning if needed. To contribute to the SLA fulfillment, change request & pull process according to personalization sites organization.
• To manage any post sale service and customer complaints, not only tracking them but engaging the relevant teams on quick and strong corrective actions.
• Work with the Customer Service Lead, getting accurate details forecast/per product and follow up with the customer for any new or existing project and share the relevant information with internal teams.
• Contribute doing checks on card manufacturing features, freights & personalization - added services, to secure billing of all services included in the contract.

Qualifications & Experience

• Bachelor´s degree.
• At least 2 years of experience working in customer facing roles.
• Fluent in Spanish and English (B2).

Position Requirements

• Colombian citizenship or work permit.
• Hybrid role, office based in Bogotá.

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