Honda Escalation Specialist- София
Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector.

We are Different by Design.

The Escalation Specialist will be responsible for ensuring that all customer escalations and complaints are managed in a professional and efficient manner in order to meet the established requirements, as well as reduce the amount of escalations reaching Customer Relations in the UK Branch. The Escalation Specialist will strive for continuous improvement and demonstrate ownership of customer issues and act as a senior specialist and second level support for the Honda UK CSR team.

Manage escalated cases, enquiries and complaints, from the first level support and handle them in a timely and qualitative manner
Answer possible phone calls from customers chasing their cases
Conduct outgoing calls to customers and dealers for case investigation, troubleshooting, and resolution
Gather all necessary information from the customer, Dealer network and internal departments in order to make commercial, customer friendly decisions to drive retention.
Provide dealer support through emails for any queries regarding customer complaints and other cases, as per the agreed processes between the two parties (CNX and Honda)
Provide and demonstrate excellent customer service soft skills through all channels of communication
Provide support to all agents for difficult cases and angry customers that want a higher level of Customer Care support.

Bachelors` or Master’s Degree
Strong leadership and mentoring skills, ability to give guidance and support to others
Excellent investigation skills & process & quality oriented
Excellent communication and negotiation skills and telephone manner
Ability to quickly resolve problems effectively and to quickly make decisions to support customer queries
Ability to work in a team and effectively interact with employees at all levels of the account
At least 2 years of experience in and deep understanding of contact center functions, quality management, customer service and the BPO sector
Previous experience in complaint handling, escalations and complex case handling will be considered an advantage
Good MS Office applications skills
Fluency in written and spoken English

Why work for Concentrix?

We provide a clear path to career development and offer support, advice and coaching every step of the way. Some of our other benefits include:

To be part of the Gold Award winner company in the category “Employees at the heard of everything” for large companies at the South East Europe customer service awards 2020
Opportunity develop your career in a global company of over 225,000 employees across more than 40 countries
Free additional medical and dentist insurance
Transportation allowance
Multisport card discount
Refer a friend bonus – one of the biggest at the market
Corporate discounts
A bright, modern brand-new modern office with convenient location next to metro station
Relocation support if needed
Изисквания към кандидата
Образование: Бакалавър

Езикови познания:
Английски език

Трудов опит:
С професионален опит от 1 - 3г.

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:

Ниво в йерархията:
Експертен персонал без ръководни функции

Мениджмънт, бизнес развитие
Населено място:
Гр. София
район р-н Лозенец ж.к. Младост 4, Бизнес парк София, сграда 5А, ет. 3
Фирма/Организация Директно търсеща служители
Детайли за организацията:
Повече информация за CONCENTRIX SERVICES BULGARIA ЕООD може да получите ТУК
Внимание: Некоректни потребители публикуват обяви на импулсни телефони започващи с 0481, 0871, 0881, 0890, 0891, 0900.

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