HoneywellEmployer profile
Sr Cust Exp Specialist
Location not specified · 2–83.3 yrs
Experience- 2–83.3 yrs
Salary- Not disclosed
Location- Location not specified
- Work mode
- Not specified
- Job type
- Full-time
Apply by- Closing date not listed
- Posted
- 12 Apr 29
About this role
Join a team recognized for leadership, innovation and diversityJob Description: Sr Cust Exp Specialist
Goals
To successfully manage all phone calls and service requests for internal and external customers. Will act as the primary interface between the Customer Shared Services and our customers. Will also work in co-operation with other internal functions (e.g. TAC, Sales/Operations etc.). This is a vital role working at the hub of the local operation and is pivotal to the success of delivering the highest standards of customer service through the HPS Global Customer Contact Team.
Organization: HPS Geography: Pole/Regional/Local Function: Customer Contact Centre
Key Deliverables
Provide world class Customer Support for HPS customers
Service Request Management for all customer requests
Call Management responsibility for Technical Assistance, On Site Service, and Parts
Responsibilities
Drive > 98% Average Speed of Answer and maintain <1% abandon rate for all incoming phone calls.
Accomplish all quality metrics
Provide 24*7 support and acknowledgement to customers for all inquiries
Flexible with rotational shifts and spit week offs
Service Request Management - creation, progress, closure
Timely Dispatch and Assigning of Service Requests and Activities to the technicians
Manage up to 30- 40 calls per day and timely processing of activity and service request
Adherence to strict quality measures with low defect rates
Ability to service international customers in after-hours mode
Manage online and customer self service requests
Work closely with the Honeywell Technical Assistance team on customer inquiries
Maintain Honeywell behaviours, goals and objectives.
Understand customer entitlements and product offerings
Become an expert in Salesforce and InContact telephonic tool.
Root cause and corrective actions
Provide support on holidays and cover up during absence of fellow team members.
Always adhere and respect supervisor decision.
Skills Knowledge Experience
Passionate about customer service, with a professional, telephone manner and a confident personality
Self-motivated with excellent communication skills
Ability to build relationships quickly and use this skill to ensure customers get exceptional service
Self-motivated and professional with rigor to take up extra initiatives
Strong team player with positive outlook.
Quick process learner.
Fluent in English
Understands how different functions within his/her own organisation interrelate to each other
Understands and is familiar with the Honeywell values
Understands the importance of health and safety in the workplace
Knowledge of Salesforce and SAP a plus
Good working knowledge of Microsoft Office Applications ( Excel) a plus.
Preferred minimum of 2 years’ experience in a Customer Services environment with proven record of delivering exceptional levels of service
Experience working in a multi discipline team
Experience working with telephone systems and handling Australian /American customer calls
Handling basic troubleshooting call a plus.
Any Bachelor Degree
Additional Information
- JOB ID: req420141
- Category: Customer Experience
- Location: 56 & 57 Hadapsar Industrial Estate,Pune,MAHARASHTRA,411013,India
- Nonexempt