Customer Support Specialist with French
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Provides 24/7 and outstanding customer care experience as Emerson’s frontline representative. This role is primarily responsible in handling customer contact inquiries and provide appropriate resolution, through the customer’s preferred and available communication channels. This role is vital in shaping customer’s first impression on Emerson, as one company; its mission and core values. This role is expected to support continuous improvement projects to ensure Emerson continues to meet and exceed customer’s expectations, and to ensure Emerson continues to be easy to do business with to its customers.
Customer Transaction Management
Responds, logs, and monitors customer chats, calls and e-mails in our business systems.
Validates customer information and product inquiries, including its levels, classification and tiering.
Routes inquiries to correct contact or allocates Requests/Tasks/Emails to appropriate support.
Logs/Records inquiries and new customers in the system including records updating like request for address book set-up.
Handles online store support – from collecting and verifying customer information, recording/registering them, walking them through using the store and submitting request to the appropriate group (ITSS, CVDH etc.)
Maintains and updates Sales Office and Business Unit contact list
Guides customer on locating reference documents, using online self-service tools and finding correct sales office/BU contacts
Reporting and Analytics
Communicates with resource person to get input/raw data needed for report generation.
Creates reports of captured leads, opportunities, orders and campaigns based on standard templates.
Provide periodic (and as needed) data analysis on commercial-related activities.
Training and Development
Conducts basic/overview/awareness training on team, and its processes and business tools
Continuous Improvement and Innovation
Participates in the execution of Functional Unit Strategic Initiatives/Programs to support the objectives of the management.
Participates in projects related to quality improvement.
Education: Any 4-year course (Business/Management-related an advantage)
Job Related Experience: At least 1.5 years of experience in a global contact center environment with primary focus on customer service/care role via chat, phone and/or email.
• Intermediate knowledge on MS Office Application
• Intermediate knowledge on MS Excel (customer data reporting and analysis)
• Above average communication skills (oral and written)
• Intermediate knowledge on Emerson products and services.
• English and French - Advanced level.
Imagine being surrounded by intelligent, driven, and passionate innovators all working toward the same goal—to create groundbreaking solutions that leave our world in a better place than we found it. Emerson is a global technology and engineering company providing innovative solutions for customers in industrial, commercial, and residential markets.
Our Emerson Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production, protect personnel and the environment while optimizing their energy and operating costs. Our Emerson Commercial and Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency, and create sustainable infrastructure.
A dynamic environment is what you’ll discover at Emerson, a Fortune 500 company with $14.5 billion in sales and 155 manufacturing locations worldwide. Together, we’re changing the world, and we have all the resources to help you achieve your professional goals.
Whether you’re an established professional looking for a career change, an undergraduate student exploring options, or recently received your MBA degree, you’ll find a variety of opportunities at Emerson. Join our team and start your journey today.