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customer service specialist i - SHENZHEN, 中国 - TE Connectivity
描述
At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.
Job Overview
TE Connectivity's Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.
They take and process transactions via phone, internet and correspondence from customers and representatives and respond to inquiries about TE's products or services.
They may promote and sell our company's products or services as well as investigate and resolve customer complaints. A key area of focus is to develop strong business relationships via TE's Extraordinary Customer Experience strategy.What your background should look like:
TE Connectivity's Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.
They take and process transactions via phone, internet and correspondence from customers and representatives and respond to inquiries about TE's products or services.
They may promote and sell our company's products or services as well as investigate and resolve customer complaints. A key area of focus is to develop strong business relationships via TE's Extraordinary Customer Experience strategy.This position is the single point of contact for the assigned Customer for escalated operational issue and resolution.
Key performance responsibilities of this role to achieve the goal of Customer Satisfaction improvements include:
Delivery Management
Forecast monitoring and management
On-going Backlog management
Scorecard coordination with CFT
Metric – STS & STR
Billing Management
Proactive billing management process
Pricing – contract expiration management and quote follow up
Credit Management –work with Customer , Sales and Finance on overdue A/R management and invoice issue management
Metric - Billing
Satisfaction Management
Support the execution of improvement actions based on NPS and CES surveys: identify and drive corrective actions to recurring issues to create sustainable.
Quality/Complaint awareness:
Act as focal point for sharing and communicating quality status.
Communication :
Establish and maintain regular performance review meetings with other relevant functions .
Metric - NPS/CES Survey
Customer Relationship & Satisfaction
Provide daily guidance of Customer Care professionals activities and regular scheduled team and individual updates on TE/Customer performance, goal achievement and process updates
Develop and maintain strong understanding of team's strengths and development needs and have regular conversations regarding progress in both areas
Promote and coach self managed environment and encourage decision making, participation and innovation with the team
Competencies:
Customer Focus, Drive for Results , Communication Skills (written & verbal), Problem Solving, Developing Direct Reports and others, organizational Agility, Business Acumen
Competencies
Values:
Integrity, Accountability, Inclusion, Innovation, Teamwork
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