Customer Service Agent

What you´ll do

• Accountable for customer facing activities/customer experience, acting as SPOC for customer, adopting customer centric mindset Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound)
• Contribute to the understanding of customer segments, needs and expectations by providing feedback on customer interactions
• Build customer relationship by supporting enquiries; Collect feedback & identify opportunities to drive CSAT, including regular visits Enter relevant data in the CRM system to create call plan & ensure quality data for business development activities, schedule follow-ups
• Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction Collaborate closely with internal partners (CSX, COE, GBS+, SC), judging and aligning priorities to meet customer needs vs. SC capabilities
• Support the implementation of organizational changes, processes, projects, pilots and regional best practices Contribute to reviewing operations in own area of work & generate ideas to assist in identifying continuous improvement for operation efficiencies & CX
• Prioritize own workflow, ensure work is completed with productivity, quality & timeliness; use KPI's and reports to monitor own performance
• Utilize customer service systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to improvement Plan own activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies & improve customer satisfaction