We are seeking a dedicated and experienced Customer Care Senior Specialist to join our team. The Customer Care Senior Specialist is a customer-facing role responsible for managing and providing resolution to customer complaints and inquiries by collaborating with the right Lexmark team to solve problems quickly and effectively.
Requirements
- Bachelor's Degree Holder
- At least 3 years customer service experience or similar
- Premium Account Management
- Promptly responding to customer queries via email, live chat, video, and phone
- Immediately escalate serious complaints or issues to other teams and find the best solution to address the escalation
- Identifying common problems and escalating them to management, along with suggestions for improvement, wherever possible (continuous improvement opportunities)
- Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved
- Account Support Readiness
- Contract Visibility (e.g., List of Managed Devices, Active entitlements, SLA Commitments)
- Facilitates Intelligent Call Routing ICR Creation (7-digit PIN)
- Maintains SHI (Internal and External) contents ensuring that the instructions are contractually obligated, in accordance with the standard process. Also ensures that the instructions are accurate, relevant, and current.
- Tags DN/Assets as Key Accounts per contract.
- Case Management
- Manages customer CASEs until completion to ensure fulfillment of our committed SLA Response.
- Collaborates with different teams (e.g., Account Team, TSC, WOM, Sales Order, Service Partner, AMS/Contracts) to improve productivity and efficiency on handling cases.
- Evaluates challenges with other teams and streamlines process for better performance.
- Repeat Call Management
- Identifies assets that are not repaired after multiple service attempts.
- Identifies root causes and recommends solutions
- Mailbox Management
- Handles email inquiries and complaints received in designated task IDs and CC Mailbox
- Involves inquiries, complaints, escalations related to break/fix cases/wo/so
- Takes high priority issues to high level authority.
- Reporting Requirements
- Responsible for generation, analysis, and management of required reports using standard tools and practices. Updates daily operational trackers with correct information for monitoring and reporting purposes
- Process Documentation and Process Improvement
- Ensure updated process documentation with regular review with SME/leadership.
- Possess a continuous improvement mindset and be able to come up with initiatives to make the current process more efficient or to save costs.
- Performs all other tasks as directed by the management. These tasks may include those directly or indirectly related to Case Management within the business area. Completes company-mandated online courses and/or training.
Benefits
- Retirement Plan
- 401k Matching
- Tuition Reimbursement
- Relocation Assistance
