Posted:7 hours ago|
Platform:
Work from Office
Full Time
Job Overview
TE Connectivity's Customer Service Teams interact with customers, company sales, and/or service representatives to handle a variety of pre-sales and post-sales service functions. They take and process transactions via phone, internet, and correspondence from customers and respond to inquiries about TEs products or services. They may promote and sell our company's products or services, as well as investigate and resolve customer complaints. A key area of focus is to develop strong business relationships via TE's Extraordinary Customer Experience strategy.
This position is the central point of contact for various accounts across EMEA regarding all daily operational requirements from inquiry and pre-orders needs through all post-order activities. Key performance responsibilities of this role to achieve the goal of Customer Satisfaction improvements include:
Extraordinary Customer Experience (ECE) and Customer Touch Point
Ongoing efforts to drive ECE by interacting professionally with your internal and external customers. KPIs are STR, CES, FCR, and efficiency.
Satisfaction Management
Support the execution of improvement actions based on Net Promoter Score (NPS) and transactional surveys. Metric - NPS/Transactional Survey
Customer Relationship & Satisfaction
Central point of contact for Customer on all daily inquiries and provides timely follow-up and resolution of issues and inquiries
Proactively communicate with customers and liaise with parties to come up with solutions for open and upcoming matters. Customer visits might be required
Seek regular informal and formal feedback via transactional surveys or via phone and e-mail during daily communications
Manage Service Delivery Process / Execution
Manage escalations for your customers.
Review quote and order requirements, create scheduling agreements, clear blocks, workflows daily, and monitor critical shipments
Follow up on quotes and quality issues
Manage Interfaces & Build Service Culture
Act as the voice of the Customer for internal support departments
Participate in development training and process improvement projects to expand and challenge learning new ideas and processes
Take ownership of actions and follow through on tasks until resolved
.
Customer Focus, Organizational Agility, Communication Skills, Problem Solving, Drive for Results, Good working knowledge of English,Action Oriented, Detail Oriented, and Business Acumen, minimal bachelors degree. SAP experience (SD module) is a big advantage.
All candidates are required to be fluent in English and experience of 2-4 years required
TE Connectivity
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