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BIC Corporation Associate, Customer Care with Turkish in Sofia, Bulgaria
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Associate, Customer Care with Turkish
Sofia, BG, 1404
BIC
Hybrid
Description:
Join BIC World, a community of brands dedicated to creating ingeniously simple and joyful products that have been part of hearts and homes for over 75 years. We are committed to growing our iconic and innovative brands by reimagining everyday essentials in new, sustainable, and responsible ways.
Our culture encourages a "roll up your sleeves and get the job done" mindset, ensuring self-starters, problem solvers, and innovative thinkers can truly thrive. At BIC World, you are empowered to take ownership of your career and use your unique perspective to make a meaningful, global impact on our mission.
The position of Associate, Customer Care, is part of the OTC (Order to cash) Line in BIC Sofia. Within the scope of this role is to handle customers’ issues related to product or service claims, and various types of service requests:
Manage effectively Claims (e.g., quantity, returns, refunds, discounts, service issues, etc.), Requests in scope of Customer Care, and Penalties, in line with Standard Operating Procedures and within Service Level Agreement
Manage ticket assignments and categorization according to SNOW policies
Communicate clearly with customers and internal teams to provide updates and resolutions
This role requires high levels of Customer support and interaction with multiple markets.
Key accountabilities:
Assign & categorize customer tickets in SNOW in line with SNOW policies
Receive and review claims from customers, partners, or internal teams—these could involve order entry, pricing, logistic, quality, penalties
Validate claims and investigate root causes in collaboration with local teams (e.g. pricing, sales etc.)
Apply decision on claim investigation outcomes (e.g., escalate or issue CN/DB) based on internal guidelines/procedures and evidence.
Handle service requests predefined on Customer care scope
Log and track complaints in ERP systems to ensure timely follow-up and resolution.
Act as the main point of contact with customers regarding their claims or requests.
Provide timely updates and clear explanations about the status and resolution of their issues.
Maintain a professional and empathetic tone to ensure a positive customer experience
Escalate any blocker in task execution to Level 1 manager
Front-office for customer contact: telephone, e-mail, chat contact with customers
Contact customers on appropriate communication channel (phone, e-mail, chat, …) as needed
Independent to establish and maintain Internal and External stakeholders’ relationships
Trainand support Junior Associates’ in performance and deliverables
Deliver and ensure performance level in terms of quality, feedback of service execution in the assigned group of markets
Contribute to the implementation of new processes and to continuous improvement initiatives in his area of expertise
Contribute to Internal and External Audit and to SOX compliance
Upon request, assistance to Orders to Invoice team
Continue to expand knowledge of claims management and customer specifics
Knowledge, skills and experience:
High school degree (University education is desired)
1-2 years of experience in a Shared Services environment for a global company is required, with knowledge of orders and logistic flows
4-5 years of experience for a global company is a plus
Advanced English and Turkish
Exposure to ERPs; JDE is a plus
Strong communication skills: clear and professional interaction with internal teams and customers
Customer service orientation and attention to details
Ability to work in teams, with deadlines and time pressure
High ethical standards
Proficiency in MS Office (especially Excel); ERP experience preferred
Knowledge of order-to-cash process and financial principles preferred
BIC World is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need.
BIC World is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means.