Customer Experience Specialist

Location CZ-Brno
Job ID
45533
Function
Customer Support

Overview

The EMEA Central Customer Experience Management Team is part of the Global Solution & Services Organization chartered to evolve from Product-Led Services to Solutions Provider to Credible & Trusted Provider of Managed Services. 

 

This role will require collaboration with internal / external teams to provide multi-level service solutions based around complex Managed Services within a pressurised environment. Oversees customer satisfaction for assigned accounts. Acts as primary contact for the client.

 

Responsibilities

  • Ensures overall service and solution delivery to achieve quality customer outcomes
  • Manages the relationship with account and oversees customer satisfaction for assigned accounts
  • Acts as primary contact for the client and behaves professionally to support client retention / renewal
  • Participates in regular customer and partner meetings to review service plans and recommends improvement to services
  • Advises the client and introduces client to new offerings / upsells to assist client in solving business problems
  • Delivers cost reduction goals and demonstrates ownership of key accounts
  • Interprets data provided by the customer to help drive effective business decisions
  • Ensures customer SLA’s / KPIs and quality standards are met
  • To Prepare/Present and run internal and external Service Reviews, also driving pro-active recommendations in regard Service and operational improvements.
  • Collaborate with 3rd party vendors.
  • Escalation point for all customer issues relating to the service

Qualifications

  • Ideally 2+ years within a Customer Service Management environment.
  • 2+ years Managed Services experience is advantage
  • Experience in managing Service Solutions within a multi vendor environment.
  • Strong communications and presentation skills.
  • The candidate should be highly conversant with the Microsoft Office range of applications including, but not limited to: Outlook, Excel; PowerPoint.
  • Effective time management and task prioritisation when under pressure.
  • ITIL certification preferred.
  • Ability to build excellent relationship with customers and vendors.
  • Strong verbal and written skills; fluency in English.
  • Additional languages skills are desirable
  • Industry knowledge and experience in at least one of the following areas: Enterprise, Retail, Transportation and Logistics and Telecommunication Carriers.
  • Permission to work in Czech Republic (EU citizenship or other permission)

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