CUSTOMER CARE SENIOR SPECIALIST
Business Area: Cebu Global Customer Services
Job Purpose/Mission/Summary
The Customer Care Specialist is a customer-facing role (via phone or email or any social media) responsible for managing and providing resolution to customer complaints and inquiries by collaborating with the right Lexmark team to solve problem quickly and effectively.
The Customer Care Specialist monitors and intervenes with break-fix and consumable tickets (Cases and Service Requests) from creation to completion to meet the contracted customer Service Level Agreements (SLAs).
The individual directly reports to the Team Lead and works closely with internal and external teams to ensure timely and accurate intervention of Cases and Service Requests.
Key Roles and Responsibities:
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Premium Account Management
- Promptly responding to customer queries via email, live chat, video, and phone.
- Immediately escalate serious complaints or issues to other teams and find the best solution to address the escalation.
- Identifying common problems and escalating them to management, along with suggestions for improvement, wherever possible (continuous improvement opportunities).
- Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
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Account Support Readiness
- Contract Visibility (e.g., List of Managed Devices, Active entitlements, SLA Commitments).
- Facilitates Intelligent Call Routing ICR Creation (7-digit PIN).
- Maintains SHI (Internal and External) contents ensuring that the instructions are contractually obligated, in accordance with the standard process. Also ensures that the instructions are accurate, relevant, and current.
- Tags DN/Assets as Key Accounts per contract.
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Case Management
- Manages customer CASEs until completion to ensure fulfillment of our committed SLA Response.
- Collaborates with different teams (e.g., Account Team, TSC, WOM, Sales Order, Service Partner, AMS/Contracts) to improve productivity and efficiency on handling cases.
- Evaluates challenges with other teams and streamlines process for better performance.
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Repeat Call Management
- Identifies assets that are not repaired after multiple service attempts.
- Identifies root causes and recommends solutions.
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Mailbox Management
- Handles email inquiries and complaints received in designated task IDs and CC Mailbox.
- Involves inquiries, complaints, escalations related to break/fix cases/wo/so.
- Takes high priority issues to high level authority.
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Reporting Requirements
- Responsible for generation, analysis, and management of required reports using standard tools and practices.
- Updates daily operational trackers with correct information for monitoring and reporting purposes.
- Process Documentation and Process Improvement.
- Ensure updated process documentation with regular review with SME/leadership.
- Possess a continuous improvement mindset and be able to come up with initiatives to make the current process more efficient or to save costs.
- Performs all other tasks as directed by the management. These tasks may include those directly or indirectly related to Case Management within the business area. Completes company-mandated online courses and/or training.
Education, Experience & Skills Requirement:
- Bachelor’s Degree holder.
- At least 3 years of customer service experience.
You may send your application to recruitment@lexmark.com.