Customer Experience Center Lead

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Employer: Kellogg Company
Domain:
  • Acquisitions - Logistics - Supplies
  • Others
  • Customer Support - Client Service
  • Job type: full-time
    Job level: peste 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 26.07.2018
    Remote work: On-site
    Short company description

    At Kellogg Company we have a vision of enriching and delighting the world through foods and brands that matter; with the purpose of nourishing families so that they can flourish and thrive.

    Our Vision is to enrich and delight the world through foods and brands that matter.
    Driven by our consumers, this is what we aspire to become and want to be on our best day.

    Our Purpose is nourishing families so they can flourish and thrive.
    This is why Kellogg exists, the role we play in the world and how we deliver our Vision.

    Our company is a place where innovation lives on, where we never stop learning and where we’re excited about tomorrow. In 2014, we started an exciting transformation journey towards Global Business Services. GBS is a new global function at Kellogg that is helping to drive growth by simplifying work and innovating processes so that our team worldwide can focus on making and selling great food.

    Our GBS Service Centre for Europe is located at Floreasca Business Centre (adjacent to Aurel Vlaicu Metro) and now we want you to join us as we continue our growth in Romania. Be part of a dynamic team, with career progression opportunities.

    Requirements

    • Bachelor’s degree and 8-10 years of experience in a related field (Master’s Degree preferred)
    • Excellent verbal and written communication skills
    • Strong negotiation and decision making skills
    • Sense of urgency and ownership of resolution, meeting established performance objectives and customer commitments
    • Strong collaboration skills and ability to partner with key internal/external customer to drive change & continuous improvement
    • Experience presenting results to an executive team
    • Ability to make decisions in a fast paced environment
    • Prior experience in a customer service leadership role
    • Ability to manage multiple and sometimes conflicting priorities and specific time constraint
    • Experience working in a process or data driven environment
    • Experience working for a multinational organization and working with colleagues in other locations as well as international locations.
    • Required English advanced
    • French and/or German is considered a plus

    Responsibilities

    The Customer Experience Center Lead is responsible for providing direction and execution for activities that enable KEU GBS to provide a seamless and satisfying customer experience. This position will execute global/regional strategies and plans that enable effortless, intuitive and reliable interactions between GBS and its customers across the service request lifecycle.
    This role ensures that customer satisfaction is measured, analyzed and planned for.
    • Lead work to understand GBS customers, their needs and frustrations
    • Measure and report customer satisfaction, trends and improvement plans for the organization
    • Provides proactive and frequent communication with GBS customers for standard and escalated requests:
    • Manages escalated customer inquiries in a professional and effective manner to build customer relationships; ensures effective policies and procedures for handling escalations across all levels of the organization.
    • Improve the way customers and GBS interact so that it is simple, efficient and effective for both parties
    • Identify and propose opportunities for process simplification and overall customer experience improvements
    • Partner with the GBS leadership team to align customer service policies
    • Positively challenge the GBS leadership team to ensure the organization provides exceptional support to both external and internal customers
    • Promote a customer-centered culture serving as a consultant to internal/external customers, striving to exceed customers’ needs, requirements, and expectations

    Other info

    WHAT ELSE DO I NEED TO KNOW?
    Please note that we will only accept applications that are made to us via our Careers site.

    Please note that the closing date may be subject to change. We will interview suitable candidates as they apply, so please don’t hesitate to take this opportunity to submit your application as soon as possible.
    If you would like to be immediately notified of new Kellogg's opportunities, please go to ‘Create or access my profile’ and complete the information required in the ‘Job Alerts’ section. You will then receive email alerts as soon as new jobs are advertised.
    The Kellogg Company is an Equal Opportunity Employer who strives to provide an inclusive work environment that involves everyone and embraces the diverse talent of its people

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