Customer Experience Specialist

ASSA ABLOY Global Solutions – Customer Excellence Specialist (Construction). The role focuses on ensuring a seamless customer experience from onboarding through ongoing support, with remote support and occasional onsite visits.

Responsibilities

Customer Support:

Respond to inquiries via phone, email, and live chat; handle troubleshooting, product questions, and order inquiries; document all interactions.

On‑Site Visits:

Assist with customer onboarding, product installations, and training; collaborate with cross‑functional teams; provide personalized support during face‑to‑face interactions.

Remote Assistance:

Troubleshoot technical issues remotely; guide customers through product features; use multiple communication channels to deliver exceptional service.

Customer Relationship Management:

Build strong relationships with customers, understand their unique needs and challenges, identify opportunities for improvement, and proactively enhance satisfaction and loyalty.

Travel:

Approximately 30% travel required for onsite visits, customer meetings, and training sessions; plan travel logistics, including scheduling, accommodations, and transportation.

Technical Skills
Minimum of 1 year B2B direct sales/customer service experience; basic understanding of backend systems, software integrations, and user experience flows; experience selling and providing support for complex IT solutions with platform integrations.

General Requirements
Comfortable visiting construction sites and performing duties beyond core responsibilities, including product development assistance, customer negotiation, input on strategic planning, and other tasks requested by management.

Personal Attributes

Teamwork experience—evidence of successful collaboration in a team environment.

Strong communication skills—evidence through well‑written proposals, reports, or publications.

Commitment to high quality products, services, and ethical standards—evidence through prior performance.

Effective time‑management—ability to complete tasks on schedule.

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