Katowice,

Deliver business value through Right and Fast partnership

Customer Experience Professional (Ekspert ds obsługi klienta)

As Customer Experience we play an essential role in our organization. Not only are we our Customers’ primary point of contact, but also a bridge between them and other business functions which we work with to make sure all the needs are fulfilled, all the questions are answered and all the problems are solved quickly, efficiently and with the utmost care for our Customers satisfaction.

 

Customer Experience Professional will be supporting CX Team in delivering the best Customer Experience and in maintaining excellent professional relationships with Customers and internal stakeholders being the major link between Customer Service and other functions.

 

Responsibilities

CX operations

§  Provides daily support for CX Team with escalated issues and/or customer inquiries

§  Acts as escalation point and point of contact for business stakeholders

§  Acts as an active interface between CX Team and Customers and ISC, Logistics, Transportation, Finance and Sales to meet Customers’ expectations, improve the end to end cycle where possible as well as maximize revenue

§  Support the business in reduction in OTTR/OTFP failures

§  Support the business in reduction in PPM

 

Reporting

§  Creates and maintains reports and dashboards according to operational needs

§  Analyses available data to support achieving key business goals and KPIs

§  Supports Supervisor in monitoring CX performance metrics

 

Process maintenance, transformation and improvements

§  Actively engages in supporting, driving and sustaining HOS practices and behaviors in day to day activities

§  Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required

§  Creates and maintains process documentation

§  Supports deployment of e-commerce, self-service portals, changes in tools and applications

§  Drive Continuous Improvement initiatives to enhance the Customer experience and process effectiveness

§  Identifies opportunities for automations and drives automation initiatives

§  Seeks improvements on cooperation with Customers (CRM); supports collaboration projects with new and existing customers

 

Quality assurance

§  Supports quality management and quality assurance: manages quality-related activities (order entry/call/NEX quality checks, NEX/InContact Surveys)

§  Creates and maintains reporting for quality-related activities

§  Based on available data identifies issues, root causes and proposes solutions; drives activities aiming at improving quality of provided services

 

Trainings

§  Provides support in the development of CX Agents

§  Provides coaching, mentoring and training to CX Agents

§  Coordinates training and learning best practices as needed

§  Maintains knowledge base and training documentation

 

Requirements:

§  Bachelor’s degree (or equivalent experience)

§  Business fluent in written and spoken English

§  3+ years Customer Support experience

§  Strong knowledge/experience with CRM/ERP systems (SAP/NEX)

§  High level of MS office skills (Excel, Word, Outlook, PowerPoint)

§  High level of general business acumen (incl. Customer Service, Finance, Supply Chain, Sales, Sourcing, etc.)

§  Business process management skills

§  Experience/knowledge in Six Sigma and business improvement projects is a plus

 

Skills: 

§  High level of customer orientation

§  Excellent written and spoken communication skills,  assertive communication skills

§  Ability to build relationships and networks in a diverse and cross-functional virtual team environment

§  Strong team player with the ability to take ownership and follow-through

§  Demonstrated solution-oriented, pro-active “can do” attitude, willingness and ability to work under own initiative

§  Result-oriented attitude with good time and task management skills

 

Additional Information

  • JOB ID: HRD120012
  • Category: Customer Experience
  • Location: Zelazna 4,Katowice,SLASKIE,Poland
  • Nonexempt
Customer Experience (GLOBAL)

Katowice,

Honeywell Technology Solutions Inc. (HTSI) offers world-class competencies in management, space systems and services, engineering, logistics, information technology and testing and calibration. We provide value, expertise, competitive pricing and the highest quality standards available. Our customers can expect proven leadership processes, technical excellence and cost management. We offer more than just connections…we offer solutions.

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