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Lead Customer Experience Specialist:
We are looking for an enthusiastic and dedicated Lead customer experience specialist to enhance our customer experience. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer service. Additionally, a Lead customer experience specialist has to closely work on CSAT, ASAT, CCR and FCR to make our customer experience better.
This role is based in Gurgaon (India), will be a part of Corporate Customer Experience Excellence Team that serves all the SBG’s in the corporation and drive Customer Experience Excellence.

Principal Responsibilities

Taking ownership of customers inquiries and working towards case closure in coordination with POC’s and other SBU’s

Set up new customer accounts, sales request, cases, applications, and requests.

Keep records of customer interactions and transactions including, comments and complaints, details of actions taken, and appropriate follow-up.

Should have potential to work on the negative feedbacks of the customers and identifying the root cause for the negative comments.

Who can work on the unresolved cases of the customers and identifying the reason. Taking a follow up from the customers for unresolved cases and to find the fix.

Can give priority to Agent satisfaction score individually and for the whole Team to enhance the overall customer experience and to reach the organizational target.

Should have knowledge and experience on improving/Maintaining the Customer Satisfaction Score individually and for the whole Team.

The Lead should have the prior experience of Handling/maintaining the FCR score along with the Case Closure Rate.

Maintaining the overall individual and Team Call/case quality.

Creating dashboards and reports in SFDC and inContact.

Act as an active interface between customer and SBU’s for proper case closure.

Sharing knowledge with the team members.

Handling customers escalations and resolving issues.

Creating presentations on MS Office tools when required.

Generate both periodic and ad hoc reports as needed on Excel.

Additional Skills -

Strong Reporting skills. Should have strong knowledge of SFDC and reporting’s. Creating dashboards and reports.

Strong analytical and interpersonal skills and an ability to work well in a dynamic and fast-paced environment.

Creative problem-solving and decision-making skills.

Proven planning and organizing skills with strong attention to details.

Influencing skills, resulting in a positive outcome.
Six sigma knowledge is a plus.
Operational knowledge of SharePoint based tools.
High level of customer orientation.
Strong team player with the ability to take ownership and follow-through.
Ability to build relationships and networks in a virtual team environment.
Well organized with good time management, result oriented.

Demonstrates effective use of soft skills – listening, probing, and questioning.

Excellent written communication and presentation skills.

Results-driven team player, Ability to work in a dynamic, changing environment

Excellent innovative skills in seeking out new approaches and solutions.

High School Diploma, or equivalent. Some experience in the field.
Technical knowledge specific to (stated field)
Good communication skills
Good administration skills
An ability to take initiative and work with limited direction

Additional Information

  • JOB ID: HRD126959
  • Category: Customer Experience
  • Location: One-HON-UTC-2+4F ,UTC, 2F 4F, Sushant Lok Phase I,,Sector 43,Sushant Lok Phase I,,Gurgaon,HARYANA,122022,India
  • Nonexempt
Early Career (ALL)


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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