Customer Service Associate Iv

2 days ago

Bengaluru Karnataka, India TE Connectivity Full time

TE Connectivity's Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. They take and process transactions via phone, internet and correspondence from customers and representatives and respond to inquiries about TE’s products or services. They may promote and sell our company's products or services as well as investigate and resolve customer complaints. A key area of focus is to develop strong business relationships via TE's Extraordinary Customer Experience strategy.

**Responsibilities**:

- Serve as the **central point of contact** for various accounts, managing all daily operational needs from inquiry to post-order activities.
- **Drive Extraordinaire Customer Experience (ECE)** by interacting professionally with internal and external customers.
- Focus on KPIs**:STR (Service to Resolution), CES (Customer Effort Score), FCR (First Contact Resolution), and efficiency**.
- Support **Satisfaction Management** by assisting in the execution of improvement actions based on:

- **Net Promoter Score (NPS)**
- **Transactional surveys**
- Manage **Customer Relationships & Satisfaction**:

- Handle all daily customer inquiries with timely follow-up and issue resolution.
- Ensure proactive communication with customers and coordinate with relevant parties for issue resolution.
- Attend customer visits as needed.
- Oversee the **Service Delivery Process / Execution**:

- Handle escalations efficiently.
- Review quotes and order requirements.
- Manage scheduling agreements and clear workflow blocks.
- Monitor critical shipments and follow up on quotes and quality issues.
- Facilitate **Interface Management & Service Culture**:

- Act as the **voice of the customer** to internal support teams.
- Participate in training sessions and process improvement initiatives.
- Take **ownership of actions** and ensure tasks are completed and resolved fully.

**What your background should look like**:

- Customer Focus, Organizational Agility, Communication Skills, Problem Solving, Drive for Results, Good working knowledge of English, Action Oriented, Detail Oriented and Business Acumen, mínimal bachelor’s degree. SFDC (salesforce) is a big advantage.
- Flexibility to work in US shift hours (6 pm to 3:30 am)
- Education Experience: Any Graduation/Post Graduation
- Employment Experience: 6+ years
- SAP experience preferred (SD module)
- Should be from Product based company (Manufacturing Industry)
- Should have complete knowledge on Quote To Cash process.

**Competencies**:

- Values: Integrity, Accountability, Inclusion, Innovation, Teamwork

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