IoT Customer Experience Specialist

HAYS + Seguir empresa
Barcelona - España 01/12/2021

Descripción de la oferta de empleo

We are seeking an IoT Customer Experience Specialist to join Fluidra´s Team.

JOB PURPOSE

Fluidra IoT EMEA is hiring a Customer Experience Specialist within its overall software organization, reporting to the IoT EMEA Customer Experience Manager. This role will be responsible for achieving excellent standards of customer service and satisfaction through effective personal customer relations skills. Lead, coach and motivate a team of live chat support specialists to deliver departmental KPI´s, targets and objectives.

KEY ROLE


- Their IoT Ecosystem will pivot around three main applications:
- A general application for the owners of connected Pool that offers dashboard, alerts, alarms and recommendations regarding the use, the maintenance and the remote control of it.
- A general application for the pool professionals that offers features to install, configure, connect or diagnose an equipment during the installation and the service of such equipment
- Dedicated APIs to integrate our features and services into a number of selected partner´s applications (Key accounts)
- The main purpose of this role is to build, train and maintain an effective live chat support specialists, as well as maintaining the tools and contents associated with that purpose.
- There will be a close interaction with external users and the internal after-sales departments to ensure that the IoT applications meet the internal and external customers expectations.


JOB RESPONSIBILITIES

Fluidra needs to incorporate an agile and motivated person to:


- Ensure and be responsible for the level of customer and consumer satisfaction aligned with the company standards & KPIs.
- Being an administrator and a specialist of the tools to interact with customers & consumers and continuously improve its effectiveness.
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
- Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
- Building and maintaining effective internal and external stakeholder relationships.
- Identifying and instilling best practice, processes and systems and driving a continuous improvement environment.
- Report to Upper Management, progress, plans, and problems to upper management and other involved parties.
- Manage Risks. Identify risks for a new product/version release and propose plans to mitigate it.


COMPETENCIES

The person will mainly implement procedures and tools, as well as follow:

- Advanced use of Intercom, Zendesk, or similar tool
- Chat support, Issue tracking.
- Inbound conversations, outbound communication and Chatbot.
- SLA (Service Level Agreement), CSAT (Customer Satisfaction).
- In-depth knowledge of Agile process and principles
- Outstanding communication, presentation, attention to details.
- Excellent organizational and time management skills.
- Fluent English both written and verbal is a must have. French and/or Spanish speaking would be a strong plus.
- Ability to think strategically, while diving into the details of users´ concerns and expectations.
- Capabilities with JIRA, Powerpoint, GDrive and Service Desk
- An experience with Salesforce is considered a plus


REQUIREMENTS


- At least 2-3 years total work similar experience.
- Having an IoT background & mindset is a must.
- Having an experience in the field of live chat support is a must
- Technical degree or similar relevant field
- Some international exposure required (study and/or work abroad, work experience dealing with international counterparts).

Otros detalles de la oferta

CVs inscritos en el proceso: 3

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Datos principales de la oferta
  • Catalunya, Sant Cugat Del Vallès - Barcelona
    España
    Ubicación
  • Helpdesk
    Funciones
  • Jornada completa
    Jornada
  • 2 años
    Experiencia
  • Indefinido
    Tipo contrato
  • IoT Intercom Zendesk

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