Customer Experience Specialist

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.