Location: Debrecen, Hungary ( temporary home office provided)
Hours to cover: 8:00 - 18:00 (Monday to Friday)
Summary of Role:
As a Senior Installation Scheduler amp; Customer Resolution Specialist you are primarily responsible for?arranging?the?scheduling of vehicles for maintenance work and?installation, verifying CSAT results with customers and finding resolutions to customer claims in a fast paced, high growth environment in English at an intermediate level and French at an advanced level.
Key Duties:
- Reach out to customers to schedule installation of orders, while coordinating with subcontractor technicians
- Escalate all order issues with Operations Management team
- Participate on weekly installations review calls providing updates on outstanding orders.
- Understanding of Salesforce.com and?SAP, and or willing to master the website at a fast pace.
- Validate incoming CSAT surveys by investigating and getting in touch with customers.
- Handle and resolve customer escalations by investigating and reporting findings to on site management.
- Additional ad-hoc tasks and projects in alignment with the business needs.
Requirements
Ability to work Independently.?
- Keep organised records of customer orders.
- Identify and recommend opportunities to improve processes.
- Ability to make and receive 100 phone calls per day.
Strong Communication Skills?
- Pleasant and personable approach addressing customers and co-workers.
- Ability to build and maintain a great relationship with sub-contractor technicians, and with our Sales department.
- Willingness to?negotiate and?persuade customers to take installation within the first five days of ordering our system.
Technical:
- Good knowledge of IT (Internet browsers, Excel, Microsoft Office, and mobile devices).
- Basic technical understanding of GPS and GSM networks.
- Highly customer focused with a basic Automotive knowledge.
Behavioral:
- Customer and Detail?Focused mindset?
- Work hard to ensure customer satisfaction.
- Recognizes customer needs.
- Willingness to accept and take ownership of customer issues.
- Excellent attention to detail processing orders
Tolerance of Ambiguity/Flexibility?
- Accepts and thrives in an ever-changing environment.
Qualifications [EDUCATION and/or EXPERIENCE]
- High school diploma or equivalent
- Previous experience in SSC/BPO and Customer Service is an advantage (ideally supporting IT/Software applications)
Languages
The tasks and responsibilities described here in shall be provided in
- English - Stronger intermediate (B2)
- French - Advanced (C1)
Benefits
We also reward of our staff with outstanding benefits including:
- Exceptional cafeteria package
- Széchenyi Card (SZÉP card)
- Voucher for sport events
- Public transport contribution
- Subsidization of spectacles
- And more!