CUSTOMER SERVICE SPECIALIST II

Job Overview

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.

Long Description

• May creatively adapt procedures, techniques, and/or equipment to meet job requirements
• Handling customer concerns by providing appropriate solutions and alternatives, and then following up to ensure resolution
• Resolve, prioritize and research customer issues in a timely and accurate fashion.
• Work in partnership with our customers and Account Managers to plan activity and grow and develop the accounts
• Understand customer needs and requirements by identifying and seeking out new opportunities to improve the service level and relationship
• CCP ensures that all customer queries, (internal and external) on product quality, availability, and substitutions, inventory and order status, pricing, billing, invoices and traffic carrier concerns are resolved satisfactorily
• Analyze and lead improvement to Customer’s specific KPI’s
• Align with support team of specialists to ensure tasks are achieved with quick turnaround
• Representing and advocating internally for the voice of customer
• Answering incoming calls regarding service questions, product problems, billing issues, and general client concern
• Keeping detailed and adequate records of customer interactions, transactions, comments, and complaints

 

What your background should look like:

• Relevant work experience (3+ years)
• SAP or Salesforce system knowledge is required
• Proficiency with MS Office applications
• Ability to work in a fast pace ever-changing environment
• Analytical skills and problem-solving capabilities
• Flexibility to work extended hours, when needed.

Competencies