Customer Experience Specialist with English - night shift HBT

Short description of the company

Honeywell is a Fortune 100 company that invents and manufactures technologies to address tough challenges linked to global macro trends such as safety, security, and energy. With approximately 122,000 employees worldwide, including more than 19,000 engineers and scientists, we have an unrelenting focus on quality, delivery, value, and technology in everything we make and do.

Requirements

• Minimum college graduate; bachelor degree preferred, not mandatory;
• Minimum 6 months’ experience in Customer Support
• English – advanced level;
• Another language (or several others) depending on the countries they interact with

Responsabilities

You will:

• Have the opportunity to join a brand new customer experience team supporting a new global project
• Be part of influencing future business decisions as the project evolves
• Deliver first class customer service focusing on Customer Experience
• Establish global working relationships where your actions directly impact our customers across the world
• Have a set of diverse activities with a blend of customer service and elements of 1st level technical support

Main Responsibilities:

• Deal with customer issues via different communication methods within the agreed SLA
• Liaise with Honeywell service technicians, on issues with their Honeywell provided devices (iPhone) and on their current work that requires status updates
• Work closely with other departments that can assist the customers to resolve the issues/queries raised (billing, invoicing, projects, supply, working capital)
• Check availability of the service technicians in the respective area to get them to attend the customer issue within the contracted SLA. This will also involve checking planning of the service team and following the escalation process when resource issues arise
• Follow up on work orders in order to get the issue resolved within the agreed SLA and also make sure ticket is updated until the problem is resolved
• Ensures country specificity are respected (as the case may be)
• In case there are any problems related to payment by the customer, proceed as instructed by the Administrative department
• Contribute in an active way to the continuous improvement of team’s performance: identifies constantly the opportunities of improvement for own activity and department’s activities
• Communicate and work closely with clients, third party contractors, service technicians, service leaders and other linked departments (billing, invoicing, projects, supply, working capital)

Other information

Honeywell is a Fortune 100 company that invents and manufactures technologies to address tough challenges linked to global macro trends such as safety, security, and energy. With approximately 122,000 employees worldwide, including more than 19,000 engineers and scientists, we have an unrelenting focus on quality, delivery, value, and technology in everything we make and do.