About the role
What you´ll do
- Accountable for customer facing activities/customer experience, acting as SPOC for customer, adopting customer centric mindset
- Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound)
- Contribute to the understanding of customer segments, needs and expectations by providing feedback on customer interactions
- Build customer relationship by supporting enquiries;
- Collect feedback & identify opportunities to drive CSAT, including regular visits
- Enter relevant data in the CRM system to create call plan & ensure quality data for business development activities, schedule follow-ups
- Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction
- Collaborate closely with internal partners (CSX, CoE, GBS+, SC), judging and aligning priorities to meet customer needs vs. SC capabilities
- Support the implementation of organizational changes, processes, projects, pilots and regional best practices
- Contribute to reviewing operations in own area of work & generate ideas to assist in identifying continuous improvement for operation efficiencies & CX
- Prioritize own workflow, ensure work is completed with productivity, quality & timeliness; use KPI's and reports to monitor own performance
- Utilize customer service systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to improvement
- Plan own activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies & improve customer satisfaction