Sr Customer Service Assistant
Honeywell Intelligrated
Bucharest, BUCURESTI, Romania
4 zile în urmă

Design solutions to drive safe living and quality of life

The job of the Service Customer CareRepresentative is to deliver customer satisfaction through handling customerqueries / complaints related to Repair activities through the mechanisms ofmainly email & phone calls.

Rolesand responsibilities

  • Supportingthe Customer Service area of the business by :
  • Take full and complete ownership for all Customer Service Support to provideand maintain customer satisfaction.
  • Issuing RMA’s for product failure following the company’s guidelines forwarranty / non-warranty repairs
  • Work as a team on a call center, group email box and online portal to issueRMAs as accurately and expeditiously as possible*Determine when appropriate to escalate customer concerns to management.
  • Assist customers and sales representativeswith any request / inquiry or complaint through the system to resolution
  • Administrate / Expeditenotifications, orders, monitor through to completion.
  • Keep Supervisor / Senior / Coach and District / Regional Service Managers apprised ofpotential problems.
  • Function as backup for other CSR’s when required.
  • Pass on sales opportunities to field.
  • System search for customer application when part number is not known.
  • Work closely with depots / repair centers and other departments to ensurerepairs and orders are processed in a timely manner.
  • Attend additional department training asrequired by the Supervisor and / or Business Analyst
  • Chronologicalcase management of SalesForce;
  • Correct management of escalations;
  • Resolving tickets in the agreed time
  • Managing weekly / monthly tasks
  • Performing day-to-day (individual or team) activities aswell as annual projects at a defined level of performance
  • BAdegree or equivalent experience
  • Basic PC operating skills;
  • Basic Knowledge of operating in MicrosoftOffice
  • An attention to detail
  • A bias for action
  • An ability to work in a team
  • A commitment to discovering ways to improve service
  • An ability to work with limited direction
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