Customer Service

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Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography
, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

This role executes the customer contract, works internally and externally to maximize customer satisfaction through effective contract delivery and promotes revenue generation and profitability

• Owns the first level customer relationship for all BAU (Business As Usual ) activities, including incoming requests and enquiries
• Coordinates contract execution with all relevant stakeholders in order to ensure high level of customer satisfaction
• Manages the end-to-end Sales Order Process for all customer order activities, including stock management,quoting and invoicing
• Supports regulatory customer and internal compliance requirements
• Manages customer queries and complaints to a satisfactory resolution
• Supports Account Manager in relation to contract delivery
• Manages multiple small-medium size or complexity customer accounts with minimal support
• Handles customer service inquiries,request sand problems directly, through a variety of mediumsand alsoface to face, able to manage these effectively
• Uses internal tools and systems effectively
• Gathers and reviews information, trouble shoots and makes recommendations
• Prepares and presents customer reports and presentations
• Requires a general knowledge of the organization,product sand services
• Assesses needs and suggests or promotes alternative products,service sand solutions
• Sells or promotes products or services
• Organizes customer retention and growth trend documentation
• Organization and coordination of domestic and international transport
• Shipment tracking and on-time delivery monitoring
• Customs clearance coordination (import/export procedures)
• Cost analysis and shipment profitability control

Good knowledge of Microsoft Office Suite, particularly Excel, Word, and Outlook

Strong organizational and multitasking skills

Conflict resolution and problem-solving abilities

Empathy and patience when dealing with difficult clients

Experience in customer support

English (at least B1- written and spoken)

By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

We deliver cutting edge, future proof innovation that reach the highest technological standards and we’re transforming, fast, to stay a leader in a world that’s changing fast, too.

At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.

Visit our website to know more about the leader in Identity Technologies