Back Office Specialist

Descripción del empleo

Overall description

Provide customer service support using a variety of channels which include phone, email, chat and social media.

• Manage and resolve consumer enquiries through the provision of problem solving, providing advice, troubleshooting and scheduling of

service technicians.

• Manage sales orders for different target groups.
• Identify as a resident expert, high level individual contributor, who is the go-to person on complex areas .

Responsabilities

Answer inbound phone calls, emails & chat from Miele consumers and business partners concerning their sales order, service order and

appliance needs.

• Display a sense of urgency towards all consumer enquiries while striving for First Contact Resolution.
• Troubleshoot the care and use of Miele appliances using operation manuals, product specification sheets, and assorted tools.
• Assist consumers in setting up service repair for their appliances when unable to solve technical issues over the phone/email/chat, check

availability of technicians and make appointments for service calls.

• Facilitate resolution for a wide variety of consumer issues and log the information into the consumers account.
• Maintain a balance between company goals and consumer desires. Handle issues in the best interest of both Miele and the consumer.
• Research and answer any installation or product specification questions our sales teams, dealers, and our customers may have.
• Correspond with Miele Service/Sales Management teams and other personnel, as well as Miele Service Partners (MSP’s) to obtain

required information, when needed.

• Proactively maintain an up-to-date knowledge of Miele products and services to ensure a superior experience for our consumers.
• Identifying opportunities to optimize the day to day interactions while demonstrating knowledge and skill in a continuous improvement

environment.

Skills & Competencies required

• Ability to evaluate customer concerns, assess alternatives, and make solid, consistent decisions
• and/or recommendations as required.
• Good listening, written and verbal communication skills with proven ability to write clear, concise, and accurate messages.
• Ability to maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently.
• Must be self-motivated, detail-oriented and highly organized.
• Ability to work independently with minimal instruction.
• Ability to meet set out Key Performance Indicators and strive towards continuous improvement.
• Strong computer, data entry and organizational skills.
• Ability to learn and become proficient with internal programs and new software.
• Prior experience with In-home service of consumer goods preferred.
• Spanish, English and Portugues required

Información extra

Status

Inactiva

Estudios requeridos

E.S.O

Localización

Madrid

Tipo de contrato

Trabajo estudiantes

Carnet de conducir

No

Vehículo

No

Carta de motivación

No

Idiomas

Español