Customer Support Specialist

Honeywell International India Pvt Ltd

Gurgaon/Gurugram

Not disclosed

Work from Office

Full Time

Min. 2 Years

Job Details

Job Description

Sr Cust Exp Specialist

Join a team recognized for leadership, innovation and diversity

Sr Customer Experience Specialist

  •  We are looking for an enthusiastic and dedicated Sr 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 Sr 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.
  • 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.

Basic Qualification

  •  Bachelor’s degree (or equivalent experience).
  • 2+ years Customer Support experience.
  • Business fluent in written and spoken English, other languages represent a plus.
  • Strong level of MS office skills (Excel, Word, Outlook, PowerPoint).

Additional Information

  • JOB ID: HRD231524
  • Category: Customer Experience
  • Relocation Tier: Not Applicable
  • Security Clearance:
  • Aviation Authority (FAA for US):
  • Band: 02
  • Referral Bonus: 6000
  • Requisition Type: Standard Requisition
  • US Citizenship:
  • FLSA Statement:
  • FLSA CODE: Nonexempt

Job role

Work location

Gurgaon

Department

Customer Support

Role / Category

Customer Support - Non Voice / Chat

Employment type

Full Time

Shift

Day Shift

Job requirements

Experience

Min. 2 years

About company

Name

Honeywell International India Pvt Ltd

Job posted by Honeywell International India Pvt Ltd

This job has expired

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