• Customer Experience Specialist, I

    Location CZ-Brno
    Job ID
    Customer Support
  • Overview

    General responsibilities are to act as contact and escalation point for specific area and manage customer requests for repair (via telephone, fax and email) and to manage problem cases from beginning to end. This includes but is not limited to RMA processing, Customer support, and Customer exceptions. Maintain an accurate on-line record of all issues and provide a single point of contact and escalation for all problems. Confer with other specialists, departments or management as necessary to resolve issues.


    • Act as a contact and escalation point for specific country or area of responsibility.
    • Provide country/area specific information to the team. Direct and pro-active contact with TL, SLC, CSMs.
    • Provide support related to the operation and escalation of all customer service related activity in a responsible and professional manner. * Responsible for inputting all communications (i.e. fax, written, e-mail, and voice messages) into the call management system.
    • Evaluate calls received into the Customer Service group, determine customer needs and handle or escalate accordingly.
    • Reconcile any faxes, e-mails, etc. received from Customers on a daily basis. * Logging RMA requests, providing price quotations and processing purchase orders.
    • Verify changes (e.g. address, email) for Customers place records in the call tracking system and take appropriate action.
    • Provide input to management on any Customer satisfaction issues. * Follow up on all assigned cases and outstanding issues within appropriate timeframe.
    • Stay informed of all policies, procedures, and service offerings that affect both our internal and external customers. * Complete all assigned self-study and formal training. * Promote a positive image of product, technical skills and company commitment to provide quality service.
    • Assist Supervisor with daily operational issues (e.g. work distribution, phone cover) to ensure all tasks are completed on time, all SLAs met. * Acts as TLs deputy in his/her absence
    • Take part in Projects independently or in cooperation with TL.
    • Take part in Training and Training program development.
    • Support junior team members. * Perform additional duties and responsibilities as assigned by supervisor.


    • Excellent English Language Skill: speaking, listening, and writing skills
    • Aptitude for IT and computer systems (MS office in particular)
    •  High level of organizational skills
    • Ability to work in a team (team player)
    • Detail oriented personality
    • Patient and understanding nature
    • Able to work under pressure

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