Customer Experience Specialist

Customer Experience Specialist

ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, who are the global leader in access solutions. Every day, we reimagine how people move through a safer, more open world with ease. If you've ever walked through an automatic door, stayed in a hotel, or gone through passport control, you've probably used one of our products or services. We have operations in over 70 countries, with over 52,000 colleagues around the world. Our expertise in customer journey mapping, innovation, and service design leads to the invention of new solutions that create value for our clients and exceptional experiences for their end users. And we have the fantastic opportunity available in Construction for a Customer Excellence Specialist. Part of Global Solutions, Biosite provides technology-enabled solutions that have been specifically designed to optimize operational efficiency, improve health and safety and ensure compliance for construction projects. Your Role in Keeping the Future in Safe Hands As a Customer Excellence Specialist, you will play a pivotal role in ensuring our customers have a seamless experience from onboarding through ongoing support. You'll be the bridge between our customers and the company, addressing their needs, resolving issues, and providing timely solutions. This role combines remote support work with occasional construction site visits to enhance customer satisfaction.
Responsibilities:
Customer Support: Respond to customer inquiries via phone, email, and live chat, providing timely and accurate assistance. Handle troubleshooting requests, product-related questions, and order inquiries. Document customer interactions, transactions, comments, and complaints.
On-Site Visits: Conduct on-site visits to assist with customer onboarding, product installations, and training. Collaborate with cross-functional teams to ensure a smooth transition for new customers. Provide personalized support during face-to-face interactions.
Remote Assistance: Assist customers remotely by troubleshooting technical issues, guiding them through product features, and addressing concerns. Use various communication channels (phone, email, chat) to provide exceptional service.
Customer Relationship Management: Build strong relationships with customers, understanding their unique needs and challenges. Proactively identify opportunities to enhance customer satisfaction and loyalty. Escalate complex issues to the appropriate teams for resolution.
Travel: Approximately 30% travel required for on-site visits, customer meetings, and training sessions. Plan travel logistics, including scheduling, accommodations, and transportation.
Technical Skills: You will have a minimum of 1 year's business to business direct sales/customer service experience, be intelligent, well presented and confident. You will be likeable, be able to quickly build rapport with new contacts, and be resilient and target driven. You will be a self-starter who is able to operate independently when needed. Technically, you will need to have a basic understanding of technical concepts including back-end systems, software integrations, and user experience flows, as well as experience selling and performing customer service for complex IT solutions including integrations with different platforms.
General Requirements: The Customer Excellent Specialist will comfortable visiting construction sites and be required to perform other duties over and above core development responsibilities. This includes, but is not limited to: Basic product development assistance; Customer negotiation or assistance; Input into the strategic planning of the business; Other duties as requests by the management team.
Personal Attributes: Ability to work within a team environment. Good communication skills. A commitment to high quality products and services, and to high ethical standards. Good time management skills.
About Us Featuring four times in Forbes' most innovative companies worldwide, we deliver innovative, safe, and convenient security solutions that provide real added value to our customers. As a group, our goal is to everyday help billions of people experience a more open world. We're proud to boast leading positions across the majority of Europe, North and South America, Asia, and Oceania, offering products and services to our customers seeking solutions to their entrance and opening requirements, such as locks, doors and entrance automation.