Senior Customer Experience Specialist

We are currently seeking a Sr Cust Exp Specialist to join our Global Dispatch team in our in Bucharest office. Reporting to the Dispatch Team Leader, your main responsibility will be acting as first point of contact for customers and field service professionals’ issues, being an interface between them and the rest of the departments.

• Call taking (external & internal customers)
• Email handling (external &internal customer)
• Case – Work Order – Service Appointment creation in Salesforce, depending on the issues specificity, after checking contract details and entitlements
• Service Appointment dispatch & re-scheduling for Field Service Professionals
• Field Service Professionals schedule monitoring (acceptance expiration, overlaps, rejected Service Appointments)
• Standard Operating Procedure creation & update
• Customer Portal cases monitoring
• Monitoring of Field Service Professionals generated cases
• Work Order management
• Supports all local or global initiatives, making sure proper actions are taken as instructed
• Runs reports for customers and local administrative teams and takes needed actions

• Minimum college graduate. Bachelor’s degree preferred
• Minimum 1-year experience in Customer Support
• English – advanced level

Must be able to work in shifts:

Monday - Friday: 7:00 - 16:00, 13:00 - 22:00, 15:00 - 00:00, 22:00 - 07:00,

Weekend: 13:00 - 22:00, 15:00 - 00:00, 22:00 - 07:00

Preferred:

• Salesforce knowledge is nice to have but not mandatory
• Detailed oriented, very good communication skills, good organizer, teamwork, multitasking, good reporting skills, customer oriented

Our Offer:

• Competitive Salary regularly increased based on your performance;
• Market-leading Sales performance incentive rewarding your individual achievements;
• Enjoy 25 vacation days per year, plus extra days off for life's special events
• We provide meal vouchers;
• Flexible benefits basket with monthly budget allocated (top up medical insurance, life insurance, pension, vacation/ cultural/ fuel vouchers);
• Medical Insurance Plan paid by the company;
• Christmas and Easter bonuses;
• Recognition & referral bonus programs;
• Comprehensive induction, ongoing training and development to set you up for success;
• In-house and external learning platforms (Udemy) to continue to expand your skills;
• Work experience opportunities to help you grow your career with us;
• Global employee networks to help you connect and grow;
• Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters;
• In case of unfortunate events, we support you by offering you free days and financial support (handled on a case by case basis) or Family financial aids;
• Access Integrity line - Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment;
• Your family is growing while working at Honeywell? We congratulate you by offering special bonuses;
• Frequent Employee Engagement activities fostering an inclusive and diverse work environment;
• 3 + 2 hybrid work arrangement to support your work-life balance;
• Flexible working hours;
• Fresh fruit days in the office.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!

#FutureShaper