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Digital/Connected Services Specialist with German and English – Honda Project

by:  Concentrix Bulgaria

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Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people.  Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and  public-sector.

We are Different by Design.

The Digital/Connected Services Specialist is the first point of contact for Honda cars’ end customers with questions about digital/connected technologies integrated in Honda’s car products. He/she provides inbound support to enquiries & complaints and outbound support to specific campaigns. Handles calls and e-mails from customers daily. The Digital/Connected Services Specialist will provide support and mentoring to the Customer Care Representatives in the Honda account for any digital services queries they may have.

 

Responsibilities:

  • Identifies the customer and understands the type of product owned and the support requested in relation to any digital tools/software that the customer owns. He/she will provide a suitable answer to successfully handle the case. Escalates cases to the Market Lead or a third-party supplier (e.g. MyHonda), as per agreed processes;
  • Troubleshoots end customers’ queries related to digital services subscriptions, software-related issues, & payments;
  • Supports Customer Care Representatives internally for any queries related to digital services and provides floor support;
  • Carries out specific outbound campaigns related with the client’s products/ services and CRM strategy.
  • Is responsible to accurately document, in the relevant system 100% of the contacts received.
  • Answers telephone calls and deals with them promptly, efficiently and with empathy to ensure a positive experience for our customers and strives to resolve all customer cases;
  • Validates customer service entitlements;
  • Assumes responsibility and ownership for all relevant customer cases;
  • Obtains accurate customer details and inputs and updates them accurately in the system; communicates with third-party suppliers in specific CRM Systems & IT ticketing systems;
  • Maintains a positive relationship with all internal and external customers;

 

Requirements:

  • High School Diploma
  • Fluency in English & German, both verbal and written
  • Experience in working with customers face-to-face or on the phone for at least 2 years
  • Computer literacy in MS Office applications
  • Excellent communication and negotiation skills and telephone manner
  • Good organizational and problem-solving skills
  • Passion for Exceptional Customer Care
  • Experience in technical support will be considered as an advantage
  • Experience in the automotive industry will be considered as an advantage
  • Previous experience in CRM systems or other IT ticketing systems will be considered as an advantage
  • Good mentoring skills
  • Ability to work in a team

 

Why to work for Concentrix?

We provide a clear path to career development and offer support, advice and coaching every step of the way. Some of our other benefits include:

  • Competitive salary
  • A bright, modern and exciting place to work, with excellent staff facilities
  • Performance related pay
  • Voluntary Medical plan
  • Life insurance
  • Annual reward and recognition events
  • Holiday pay
  • Team and Concentrix events
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