Digital/Connected Services Specialist with German and English – Honda Project- София

Описание

Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector.

We are Different by Design.

The Digital/Connected Services Specialist is a Tier 2 support for Honda cars' end customers, Honda official dealers, & Branches with questions about digital/connected technologies integrated in Honda's car products. He/she provides inbound/outbound and offline support to enquiries & complaints to the Customer Care Representatives (Tier 1) on the floor. He/She handles calls and e-mails from end customers & communicates with Third party suppliers (Tier 3). The Digital Services Specialist will provide support and mentoring to the Customer Care Representatives in the Honda account for any digital services queries they may have.

Responsibilities:

Identifies the customer and understands the type of product owned and the support requested in relation to any digital tools/software that the customer owns. He/she will provide a suitable answer to successfully handle the case. Escalates cases to HME, technical support, or a third-party supplier, as per agreed processes;
Troubleshoots end customers’ queries related to digital services subscriptions, software-related issues, & payments by using various diagnostic tools and internal guidelines;
Supports Customer Care Representatives internally for any queries related to digital services and provides floor support;
Carries out specific outbound campaigns related with the client’s products/ services and CRM strategy.
Is responsible to accurately document, in the relevant system 100% of the contacts received.
Answers telephone calls& email requests and deals with them promptly, efficiently and with empathy to ensure a positive experience for our customers and strives to resolve all customer cases;
Answers case escalations for digital services complaints and/or enquiries, on which Tier 1 could not solve;
Validates customer service entitlements;
Assumes responsibility and ownership for all relevant customer cases;
Obtains accurate customer details and inputs and updates them accurately in the system; communicates with third-party suppliers in specific CRM Systems & IT ticketing systems;
Maintains a positive relationship with all internal and external customers;

Requirements:

High School Diploma
Fluency in English & German, both verbal and written
Experience in working with customers face-to-face or on the phone for at least 2 years
Computer literacy in MS Office applications
Excellent communication and negotiation skills and telephone manner
Good organizational and problem-solving skills
Passion for Exceptional Customer Care
Experience in technical support will be considered as an advantage
Experience in the automotive industry will be considered as an advantage
Previous experience in CRM systems or other IT ticketing systems will be considered as an advantage
Good mentoring skills
Ability to work in a team

Why to work for Concentrix?

We provide a clear path to career development and offer support, advice and coaching every step of the way. Some of our other benefits include:

Competitive salary
A bright, modern and exciting place to work, with excellent staff facilities
Performance related pay
Voluntary Medical plan
Life insurance
Annual reward and recognition events
Holiday pay
Team and Concentrix events

Изисквания към кандидата

Езикови познания:
Английски език, Немски език, Френски език, Италиански език

Трудов опит:
С професионален опит от 1 - 3г.

Образование:
Бакалавър

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:
Средно управленско ниво

Категория:

Бизнес /консултантски услуги
Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

гр. София, ж.к. Младост 4, Advance Business Center 1, ул. Самара 4

Дата:

14.11.2022

Организация:

CONCENTRIX SERVICES BULGARIA ЕООD
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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