Lead Customer Experience Specialist with Spanish

We have an opportunity for a Lead Customer Experience Specialist to join us at Honeywell, in Bucharest, where you will be responsible to manage all phone calls and service requests for internal and external customers within SLA. Successfully work in co-operation with other internal functions (e.g. TAC, Sales/Operations etc.). 

This is a vital role working at the hub of the local operation and is pivotal to the success of delivering the highest standards of customer service through the HPS Global Customer Contact Team.

This is a hybrid role, 3 days at the office + 2 days work from home model.

Honeywell

Honeywell Industrial Automation enables our customers to run safer and more efficient operations. From refineries to distribution centers to retail stores, we help deliver results while improving worker safety and meeting sustainability goals such as reduced carbon emissions - by leveraging connectivity, advanced data analytics, software, robotics, sensors, process automation and asset performance management solutions.

We Enable our Customers to Enhance the Safety, Sustainability, Resilience and Productivity of their People, Plants, and Assets. 

Key responsibilities

• Maintain outmost proficiency in English and Spanish languages while handling customer calls.
• Drive > 98% Average Speed of Answer with >98% quality and maintain
• Provide support to all customers  requests  from EMEA/AP/AMER region
• Timely processing of service requests from all the case queues and assigning them to technicians within SLA
• Ability to handle customers calls (20%) and emails (80%) from AMER /AP/EMEA region
• Become an expert in Salesforce and InContact telephonic tool.
• Provide support on public holidays and cover up during absence of fellow team members.
• Strict adherence to process login and break timings.
• Always adhere and respect supervisor's decision
• Policy on hybrid working module should be strictly followed.
• The duties and responsibilities of workers in the field of safety and health at work and emergency situations - in confirmation with Annex A/B

Key skills and qualifications

• Bachelor's Degree is a must
• Proficiency in English and Spanish languages (min B2)
• Eager to learn and work in a changing and developing team
• Customer-oriented and action-oriented
• Self-motivated, with good communication skills
• Team member with positive attitudes
• Proven organizational and self-motivation skills
• Ability to interact with a wide variety of customers from different countries
• Interpersonal skills
• Good verbal and written communication skills

Our offer

• 3 + 2 hybrid work arrangement to support your work-life balance
• Competitive Salary regularly increased based on your performance
• Enjoy 25 vacation days per year, plus extra days off for life's special events
• We provide meal vouchers
• Flexible benefits basket with monthly budget allocated (top up medical insurance, life insurance, pension, vacation/ cultural/ fuel vouchers)
• Medical Insurance Plan paid by the company
• Christmas and Easter bonuses 
• Recognition & referral bonus programs
• Comprehensive induction, ongoing training and development to set you up for success
• In-house and external learning platforms (Udemy) to continue to expand your skills 
• Work experience opportunities to help you grow your career with us
• Global employee networks to help you connect and grow
• Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters
• In case of unfortunate events, we support you by offering you free days and financial support (handled on a case by case basis) or Family financial aids
• Access Integrity line - Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment
• Your family is growing while working at Honeywell? We congratulate you by offering special bonuses
• Frequent Employee Engagement activities fostering an inclusive and diverse work environment
• Fresh fruit days in the office

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!

#TheFutureIsWhatWeMakeIt
#LI-Hybrid 

About Us Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments - powered by our Honeywell Forge software - that help make the world smarter, safer and more sustainable.