About this Position
Responsible for managing customer relationships and delivering an excellent customer experience as the key customer SPOC. The role focuses on customer service, enquiries, feedback, CSAT improvement, CRM management, and identifying opportunities for business growth and retention. It also involves cross-functional collaboration, process improvement, KPI-driven performance, and ensuring efficient, timely, and high-quality customer service.
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
