Call Center Agent
Eaton · Santiago de Querétaro
What you’ll do:
Job Summary
Act as the primary point of contact for customers, agents, distributors, peers, warehouses, and Sales by phone or chat ensuring the effective resolution of customer requests related to Order Management. The candidate must demonstrate strong multitasking skills and the ability to manage multiple priorities in a fast-paced environment.
Job Responsibilities
A. Fulfill order management related activities for distributors
B. Drive customer affinity by delivering exceptional Customer Service (meeting or exceeding phone and email metrics as well as team service level agreement)
C. Identify and implement process improvements
D.Work trough CRM and Email application to attend, file and follow up any customer request, registering all phone communication trough cases
E. Attend chat accordingly avoiding missing request and provide fast answers when phone is not available.
F. Facilitate proper and efficient information flow in an effort to meet or exceed customer needs and departmental and division wide performance expectations
G. Ability to handle high-pressure, fast-paced environment requiring diligence to detail
H. Proven analytical and critical thinking skills
I. Ability to constructively manage conflicts and discrepancies towards positive resolution
J. Prioritizing customer demand to assist with improved product flow
K. Work with finance team to resolve customer credit requests
L. Correct assignment for other Divisions request
M. Portal webs maintenance
N. Maintain safe, clean working environment in compliance with all Eaton safety standards, Life Saving Rules, and daily 5S+ requirements to help build a Zero Incident Culture.
Qualifications:
Education level required
Bachelor degree necessary.
Years and area of experience required
Minimum customer interaction experience (3 years)
Technical knowledge
- Knowledge of CRM software and SAP
- Strong knowledge of Microsoft Office (word, excel, email, internet)
- Strong listen, written and verbal communication skills
- High Ability to speak, write, and read English – Fully bilingual
Soft skills
- Drive for results
- Makes Decisions & Solves Problems
- Demonstrates a Collaborative Style
- Promotes and Champions Change
- Business Acumen
- Pursues personal development
Additional Information:
Organizational Chart
Supervisor
Team Leader, Supervisor EatonCare Service Center
Functional Manager (if applicable)
N/A
Incumbent (if applicable)
N/A
Peers (if applicable)
N/A
Direct Reports (if applicable)
N/A
Indirect/Functional Reports (if applicable)
N/A
Dimensions
Scope of Responsibilities: Local, regional, etc.
- Assure goal for Availability %, Answer rate, RONA
- Completed emails
- Back Order Control
- Chats control and accurate answers
- Plants, sales and agents contact and support
- SF cases follow ups, FCR
Record any measurable statistics which the position impacts**
Quality, Productivity, Inventory, OTD, WIP, VOC
How many employees does this position have responsibility for (span of control)?
N/A