Specialist - Customer Care

Job Summary

JD – Siemens Healthineers

 

Type of Requirement: - Blended (Excellent Written & Verbal Communication is a must).

 

Designation: - Team Leader – 1.1

Required Work Experience:

 

• Excellent English & ‘Dutch or German’ Communication Skills – both written & verbal
• Minimum of (2) two years of experience in a leadership or management role and 6 years overall.
• Experience handling complaints.
• Experience working and managing communications, with multiple cross-functional teams/stakeholders.
• Having worked on SAP or similar CRM applications.

 

Work from office during training, hybrid thereafter (minimum 3 days WFO)

Flexible with Shifts, window – 7am to 6pm

5 days working - 2 days off - Rotational offs.

Required Qualification: -

*Graduate in any stream.

 

 

Skill set Required:

• Ability to work under pressure and manage multiple tasks simultaneously.
• Proficient in Microsoft Office (Excel & PowerPoint).
• Knowledge of the industry’s best practices and trends for team management.
• Situational/contextual awareness with the ability to understand the impacts of one’s work.
• Excellent critical and analytical thinking abilities
• High attention to detail, and high level of professionalism
• Excellent analytical skills and strong decision-making skills committed to resolution and compliance
• Strong organizational, time and workflow management skills
• Strong leadership and organizational skills.
• Stakeholder management skills

 

Job Description:

• Daily Management of shift & Job allocation to associates
• Managing team handling front office - CCC, Dispatch, Logistics and back office - Install Base management & Workpool activities for multiple countries.
  • CCC- Interacting with customers on phone, email or chat to capture customer issue, raise ticket on CRM application and assign to relevant teams.
  • Dispatch – Monitor open notifications/tickets and act accordingly, such as booking an engineer and ordering spare parts.
  • Install Base management – Managing accuracy of system reports by identifying and correcting wrong/missing information in SAP. Interacting with stakeholders to identify missing information.
• Meeting Quality Scores and bringing Innovation and Process Improvement
• To consistently meet or exceed all agreed Productivity parameters and SLAs as defined for the process
• Set clear objectives, define roles and responsibilities and ensure each team member aligns with the team’s vision.

• Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively.
• Recognize and reward good performance, provide feedback and encourage professional development.
• Ensure team compliance with company policies and procedures.
• Support and guide team members to ensure they meet their individual targets and KPIs.
• Generate reports on team performance and provide regular updates to senior management.
• Stakeholder management – both internal & external

• Prepare PPTs, Excel and other reports for client reviews and meetings

 

Key Responsibilities

1. Provide Real-Time Assistance To Team Members In Resolving Customer Issues, Ensuring Metrics Related To Customer Satisfaction Are Achieved Through Effective Communication And Problem-Solving Techniques.
2. Manage Escalated Calls From Customers And Tier 1 Support Agents, Addressing Complaints And Ensuring Resolutions Meet Customer Expectations.
3. Analyze Variations In Floor Performance Metrics, Recommending And Implementing Improvement Actions As Necessary, And Tracking The Effectiveness Of These Initiatives.
4. Compile And Prepare Detailed Reports For The Team Leader, Providing Insights On Individual And Team Performance To Facilitate Informed Decision-Making.
5. Support Team Members In Maintaining Up-To-Date Knowledge Of Processes And Customer Care Practices, Encouraging Self-Directed Learning And Process Updates.

Skill Requirements

1. Strong Understanding Of Customer Service Principles And Practices.
2. Proficient In Written And Verbal Communication Skills To Effectively Manage Customer Interactions.
3. Basic Knowledge Of Business Acumen To Understand Customer Needs And Organizational Objectives.
4. Familiarity With Performance Metrics And Reporting Tools To Analyze Team Effectiveness.

Other Requirements

1. Optional But Valuable Certifications In Customer Service Management Or Customer Experience (Cx) Excellence