Customer Services Professional

Position Overview:

The Customer Services Professional at Global Customer Care (GCC) for Medium Voltage (MV) Gas Insulated Switchgear (GIS) products will ensure the highest standards of customer service and satisfaction. This role requires a proactive approach to customer service management, strong analytical skills, and the ability to effectively communicate and coordinate with various teams and customers.

Responsibilities

• Customer Interactions: Handle customer complaints related to MV GIS products through ISP (Integrated Service Portal) with professionalism and

understanding.

• Problem Resolution: Initiate and manage activities to resolve customer issues promptly.

• Decision Making: Make decisions on the acceptability of solutions and escalate to experts when necessary.

• Coordination: Coordinate with HQ Customer Service and other relevant functions to find solutions.

• Data Monitoring: Monitor historical trends and data related to customer issues.

• Corrective Actions: Ensure that corrective and preventive actions (CA/PA) are implemented.

• Communication: Inform all relevant parties about serious customer issues.

• Improvement: Proactively identify and work on improvement, implementing measures identified in issues.

• Documentation: Prepare and update customer service procedures and other relevant documents, ensuring correct documents are used in the service

process.

• Non-Conformance Review: Review non-conformance reports (NCRs) and follow up with relevant teams for corrective actions.

• Daily Meetings: Conduct daily meetings with customer service teams to:

• Clarify open customer service points.

• Discuss the status of unresolved issues.

• Review customer feedback and findings from interactions.

• Escalation: Escalate serious customer service deviations to the Customer Service Head and Stakeholders.

• Customer Feedback: Conduct customer feedback surveys to ensure service quality and gather insights for improvement.

• Proven experience: In the installation, servicing, preventive maintenance, and handling of updates for GIS products, ensuring systems are up-to-date and functioning optimally.

Qualifications

• Experience: 8-10 years in a Customer Service role, preferably in a global customer care environment dealing with MV GIS products.

• Educational Qualification: Graduate in Electrical Engineering.

• Customer Service Skills: Proficient in handling customer issues/complaints.

• Analytical & Problem-Solving Skills: Strong analytical skills and problem-solving abilities.

• Communication & Presentation Skills: Excellent communication and presentation skills.

• Software Proficiency: Skilled in Microsoft Excel, Word, and PowerPoint.

• Data Analysis: Effective use of tools like root cause analysis and customer feedback analysis.

• Customer Relationship Management: Ability to perform on-site customer visits for investigation.

Abilities

• Proactive Approach: Ability to proactively identify and address customer service issues.

• Coordination: Strong coordination skills with various teams and departments.

• Attention to Detail: High attention to detail in all aspects of customer service management.

This role is crucial for maintaining the standards of GCC and requires a dedicated individual with a strong background in customer service and management.