Customer Care Specialist
Il y a 5 mois
**What is the role?**:
Are you solution-oriented, strongly service-minded, enjoy following & improving processes, and have effective collaboration skills? You find energy in providing the best service to clients and get a lot of energy out of solving requests and problems?
At Hilti, you will have the autonomy and the responsibility to provide the best service to fulfil our customers’ expectations and ensure that processes are running smoothly. Being part of one of the backbones of our organisation, our incredible Back Office, you will interact with various clients as well as other internal departments in your daily job.
Your role will consist of two parts:
1. Customer Care Handling: you will have an essential role in ensuring that Hilti reaches the ambitious service level it promises to customers, by solving complaints and requests that fall in your area of responsibility and collaborating with other departments to solve the issues together. You will use all the received feedback to identify improvement opportunities in our back office process and build sustainable solutions.
2. Data management: you will ensure that our customer data is correct and contribute to the success of our sales force. Your role is crucial as customer data ensures how well we know our customers: who they are, what they do, their potential and how we could help them. It also ensures that can reach them via different channels or means of communication.
**Who is Hilti?**:
Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.
**What does the role involve?**:
You will help Hilti to create **long-lasting relationships **with clients by finding the **right solutions **for them, **collaborating **with other internal departments and ensuring the **correctness **of their data. You will take ownership of our **customer experience **by providing a seamless customer care and complaint handling whilst supporting process improvements.
What characterises you is your **solution-oriented **mindset, your **perseverance **and your **attention to detail **. You interact with various stakeholders at customers as well as internally in a clear and structured manner. You challenge the status quo by bringing forward ideas and solutions to **improve processes** in our back office that will benefit both clients and internal stakeholders.
Your two areas of responsibility will give you a variety of tasks to handle on a daily basis:
1. Customer care handling
- Resolving customer complaints (including internal collaboration)
- Direct customer contact to understand and manage expectations
- Continuous improvement of care processes
- Conducting root cause analyses and identifying gaps in existing processes
- Ensure organisational awareness on the topic
2. Data management- Creation of new customer accounts
- Analysing and updating customer data
- Proactively improve processes
**_Did you know that Hilti was awarded the Great Place to Work certification six times in the last few years, thanks to its caring and performance-oriented culture? _**
**What do we offer?**:
You will be part of the Customer Care team within our Back Office, where you can count on your **direct colleagues **to guide, help and support you where needed. You will see them a couple of times a week at the office, the rest of the time digitally during homeworking days. Your **team leader **will also be there to support you in your development and to be successful. Each week you will have a **1-1 discussion **to re-align objectives and find solutions to ongoing topics.
We will also provide personal, material and financial support:
- **Weekly individual and team meetings **, as well as **yearly personal development discussion**:
- Horizontal and vertical **growth opportunities**:
- Work-life flexibility with **3 homeworking days **and **flexible hours**:
- A **market value salary **based on a **38-hour **work week, as well as a **collective and individual yearly bonus**:
- A **generous salary package**: group and hospitalisation insurance, net representation fees, meal vouchers, extensive Cafeteria Plan, work laptop, and smartphone with a subscription.
- 20 days of legal holidays with 5 extra Hilti days
**Who should apply?**:
You are **determined **, **eager to learn **, and are strongly **service-minded **and **solution-oriented **. You are able to **collaborate effectively **with internal and external stakeholders to provide customers the best experience possible. You can also manage your work **independently **and enjoy **working with colleagues **from all departments.
You understa
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