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Customer Service Experience Specialist (m/f) - job post

Henkel
3.8 na 5 gwiazdek
Warszawa, mazowieckie•Hybrydowo
Pełny etat

Lokalizacja

Warszawa, mazowieckie•Hybrydowo

Świadczenia

Na podstawie pełnego opisu stanowiska

  • Ubezpieczenie na życie
  • Prywatna opieka medyczna
  • Pakiety i karty sportowe

Pełny opis stanowiska

About this Position

At Henkel, you can build on a strong legacy and leading positions in both industrial and consumer businesses to reimagine and improve life every day. If you love challenging the status quo, join our community of over 47.000 pioneers around the globe. Our teams at Henkel Adhesive Technologies help to transform entire industries and provide our customers with a competitive advantage through adhesives, sealants and functional coatings. With our trusted brands, our cutting-edge technologies and our disruptive solutions, you will have countless opportunities to explore new paths and develop your skills. Grow within our future-led businesses, our diverse and vibrant culture and find a place where you simply belong. All to leave your mark for more sustainable growth.

What you´ll do

  • Accountable for customer facing activities/customer experience, acting as SPOC for customer, adopting customer centric mindset
  • Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound)
  • Contribute to the understanding of customer segments, needs and expectations by providing feedback on customer interactions Build customer relationship by supporting enquiries
  • Collect feedback & identify opportunities to drive CSAT, including regular visits
  • Enter relevant data in the CRM system to create call plan & ensure quality data for business development activities, schedule follow-ups
  • Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction
  • Collaborate closely with internal partners (CSX, CoE, GBS+, SC), judging and aligning priorities to meet customer needs vs. SC capabilities
  • Support the implementation of organizational changes, processes, projects, pilots and regional best practices
  • Contribute to reviewing operations in own area of work & generate ideas to assist in identifying continuous improvement for operation efficiencies&CX
  • Prioritize own workflow, ensure work is completed with productivity, quality & timeliness, use KPI's and reports to monitor own performance
  • Utilize customer service systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to improvement Plan own activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies & improve customer satisfaction

What makes you a good fit

  • Min. Bachelor degree, min.3 years experience in Customer Service Department
  • Excellent verbal and written communication skills in English and Polish
  • Excellent MS Excel skills Knowledge of ERP : SAP & Service Cloud, EDI Personal / soft / cross-functional
  • Excellent communication and interpersonal skills
  • Customer-centered mindset
  • Strong problem-solving and multitasking abilities
  • Team work attitude: focus on collaboration and support, sharing knowledge and workload
  • Self-starter approach - capable to manage workload without or with minor supervision
    • Ability to work under pressure in a fast-paced and high-volume work environment.

Some perks of joining Henkel

  • Employment based on employment contract in a hybrid mode.
  • Flexible starting hours.
  • Salary with bonus depending on your performance and thirteenth salary.
  • Private medical care, life insurance and Multisport sports card.
  • Additional social benefits twice a year (for Chemist's Day and Santa Claus).
  • Quarterly packages with products from our brands (including Syoss, Bref, Persil, Silan, Fa, Schwarzkopf, Pattex) and the opportunity to preferentially purchase company products.
  • EAP Employee Support Program: psychological support and legal and financial advice.
  • Programs: Volunteer and Employee Referral Programs.
  • Complete onboarding with Buddy: support in the first steps in our company.
  • Development and training programs: access to many workshops and courses and the opportunity to participate in international projects.
  • Employee initiatives: Henkel TV, internal competitions, well being programs.

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.

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