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Purpose:
The Customer Experience Team is an extremely important part of developing and maintaining ongoing customer relationships. The daily focus is to deliver exceptional service and training in a timely fashion to both internal and external customers while maintaining a high level of quality.
Customer Experience Tech, Level I:
- Interacts with customers on behalf of POLARIS and its Private Label Partners
- Prerequisite for all other positions within the Customer Experience team, and functions as a basis for growth opportunities outside of the department
- Demonstrates our 4P’s - Promptness, Politeness, Professionalism and Personalization
Essential Functions:
- Manages customer experience - new user HORIZON access and permissions, account features and functions, training and customer feedback
- Establishes new users, accounts and equipment
- Processes equipment and sample inquiries - research and tracking
- Places and tracks product orders
- Trouble shoots technical problems and works to finds new solutions
- Documents customer complaints for root cause analysis and process improvements
- Shares responsibilities with team members for tracking and reporting department metrics such as response time, call time, etc
- Participation and documentation in the Continuous Improvement process
- Participation and documentation in maintaining and enhancing the customer’s experience with POLARIS products, systems, and features
- Interacts with both internal and external customers regarding accounts, testing and program functionality
- Applicable skills
- Interpersonal skills
- High level of professionalism
- Positive attitude
- Friendliness
- Calm under pressure
- Ability to handle stress
- Excellent verbal and communication skills
- Organized
- Efficient
- Good problem-solving skills
- Data entry proficiency
- Good computer skills (Microsoft Office Suite, specifically Outlook, Excel, and Word, as well as internet platform familiarity)
- Multi-tasking
- Ability to learn othe
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