Customer Experience Specialist role at ASSA ABLOY Global Solutions, responsible for ensuring seamless customer experience from onboarding through ongoing support, with a mix of remote support work and occasional construction site visits.
Requirements
- Customer Support: Respond to customer inquiries via phone, email, and live chat, providing timely and accurate assistance.
- Handle troubleshooting requests, product-related questions, and order inquiries.
- Document customer interactions, transactions, comments, and complaints.
- On-Site Visits: Conduct on-site visits to assist with customer onboarding, product installations, and training.
- Collaborate with cross-functional teams to ensure a smooth transition for new customers.
- Provide personalized support during face-to-face interactions.
- Remote Assistance: Assist customers remotely by troubleshooting technical issues, guiding them through product features, and addressing concerns.
- Use various communication channels (phone, email, chat) to provide exceptional service.
- Customer Relationship Management: Build strong relationships with customers, understanding their unique needs and challenges.
- Proactively identify opportunities to enhance customer satisfaction and loyalty.
- Escalate complex issues to the appropriate teams for resolution.
Benefits
- Approximately 30% travel required for on-site visits, customer meetings, and training sessions.
- Plan travel logistics, including scheduling, accommodations, and transportation.