Customer Care Senior Specialist (Home Appliances/Electronics)

Εταιρεία

On behalf of our client, a global appliances and consumer electronics brand, we are looking for a Customer Care Senior Specialist, providing superior after-sales service.

This role will be reporting directly to the Commercial Director for Eastern Europe & Country Manager for Greece.

Περιγραφή

MAIN RESPONSIBILITIES
The successful candidate will be responsible for the management of service network and the improvement of service delivery.

More specifically he/she will be:
•Analyzing consumer needs and collaborating, to create the best customer care strategy in the Greek market
•Generating ideas for differentiating service quality and applications
•Creating customer-care budget and monitoring budget performance, finding new ways of optimizing costs
•Analyzing and reporting service data, controlling service transactions and exchanging requests
•Cooperating with distributors to track KPI’s and conducting calls to check consumer satisfaction
•Escalating and resolving pain points to improve service performance
•Monitoring spare parts delivery performance and taking actions to improve OTIF
•Conducting technical and behavioral trainings for service technicians and call center agents
•Deploying company’s service software to contracted service networks
•Escalating technical issues to central & regional IT teams
•Providing continuous information regarding the market and the competitors

CANDIDATE PROFILE
•BSc or MSc, ideally in Engineering or Technical field
•Minimum 5 years’ experience in a similar role for a multinational home appliances company
•Technical knowledge of home appliances products
•Familiar with data analytics
•Experience in contract management
•Understanding of up-to-date customer care applications and trends
•Familiarity with sales channels and service networks in the business
•Solid knowledge on consumer law and GDPR regulations
•Customer-centric approach
•Presentation & communication skills
•Fluency in Greek & English
•Proficiency in Microsoft Office suite
•Ability to travel in Greece on a regular basis

COMPANY OFFERS
💸 A competitive remuneration package
🚗 Company Car & Expenses
💻 Laptop & Mobile
💰 Bonus Scheme
🏠 WFH model
Ability to work in a developing multinational environment

Τόπος Εργασίας:

Greece

Διαθεσιμότητα:

Τύπος θέσης εργασίας:

Δημοσιεύτηκε:

02/03/2023

Κωδικός Εργασίας:

101237

Προβολές:

633

Όνομα Υποκαταστήματος:

Αριθμός ανοιχτών θέσεων εργασίας:

1
 
 

Customer Care Senior Specialist (Home Appliances/Electronics)

Greece
02/03/2023
101237
633
1

Εταιρεία

On behalf of our client, a global appliances and consumer electronics brand, we are looking for a Customer Care Senior Specialist, providing superior after-sales service.

This role will be reporting directly to the Commercial Director for Eastern Europe & Country Manager for Greece.

Περιγραφή

MAIN RESPONSIBILITIES
The successful candidate will be responsible for the management of service network and the improvement of service delivery.

More specifically he/she will be:
•Analyzing consumer needs and collaborating, to create the best customer care strategy in the Greek market
•Generating ideas for differentiating service quality and applications
•Creating customer-care budget and monitoring budget performance, finding new ways of optimizing costs
•Analyzing and reporting service data, controlling service transactions and exchanging requests
•Cooperating with distributors to track KPI’s and conducting calls to check consumer satisfaction
•Escalating and resolving pain points to improve service performance
•Monitoring spare parts delivery performance and taking actions to improve OTIF
•Conducting technical and behavioral trainings for service technicians and call center agents
•Deploying company’s service software to contracted service networks
•Escalating technical issues to central & regional IT teams
•Providing continuous information regarding the market and the competitors

CANDIDATE PROFILE
•BSc or MSc, ideally in Engineering or Technical field
•Minimum 5 years’ experience in a similar role for a multinational home appliances company
•Technical knowledge of home appliances products
•Familiar with data analytics
•Experience in contract management
•Understanding of up-to-date customer care applications and trends
•Familiarity with sales channels and service networks in the business
•Solid knowledge on consumer law and GDPR regulations
•Customer-centric approach
•Presentation & communication skills
•Fluency in Greek & English
•Proficiency in Microsoft Office suite
•Ability to travel in Greece on a regular basis

COMPANY OFFERS
💸 A competitive remuneration package
🚗 Company Car & Expenses
💻 Laptop & Mobile
💰 Bonus Scheme
🏠 WFH model
Ability to work in a developing multinational environment