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Customer Advocate

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ASSA ABLOY Group

2mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • Galway
    Remote

AI generated summary

  • You need strong customer focus, self-starter attitude, multitasking skills, teamwork, clear communication, attention to detail, 3-5 years in customer service, tech familiarity, and a high school diploma.
  • You will manage customer relationships, maintain accurate CRM data, address inquiries, coordinate order resolutions, log communications, and proactively update customers on order changes.

Requirements

  • Must have a passion to make customer satisfaction their highest priority
  • Must be a self-starter who can work with limited supervision but who will escalate to management when necessary
  • Must have the ability to perform multiple tasks simultaneously to a high degree of quality/accuracy and be capable of consistently achieving team/department goals and SLAs
  • Must be a solid team player and seek to resolve customer issues interdependently with other areas of the company as needed
  • Must have the ability to clearly and effectively communicate with customers by telephone and in written communication
  • Must have attention to detail skills and be diligent in terms of follow-up and completion to the satisfaction of our customers
  • Previous experience of working within a busy customer services department, helping to achieve excellent time management, efficient prioritization and delivering a superior customer experience; essential
  • Some experience in a technological environment would be an advantage. Must have a H.S. diploma
  • A minimum of 3 to 5 years Customer Service experience; preferably in a high technology industry
  • Preferred knowledge: Oracle, Sales Force, Agile
  • Ability to type 55 words per minute

Responsibilities

  • Building and maintaining an excellent relationship with customers both internal and external.
  • Ensuring customer information is accurate in the CRM Salesforce.com
  • Ensuring eBS Oracle is set with accurate defaults for your dedicated customer accounts
  • Building your knowledge of HID products; attend training as required
  • Dealing with customer queries by phone and email via SF.com case management, escalating any persisting challenges to the Customer Care Team Leader/BU Champion/Regional Sales Manager/Pre-sales as appropriate
  • Resolving pre-booking holds with customers and internal stakeholders (issues preventing the booking of orders); escalating any persisting challenges to the Customer Service Team Manager/Senior Advocate or Regional Sales Manager/ Pre-sales as appropriate
  • Coordinating with other departments to expedite / resolve customer orders, issues and concerns.
  • Having the ability to learn complex systems & processes
  • Logging all communication with customers on the CRM SF.com
  • Being proactive – call the customers to inform them of any changes relating to their orders as advised by Production Control and/or CS Order Fulfilment Team Leader

FAQs

What is the duration of the Customer Advocate position?

The Customer Advocate position is a fixed-term contract for 6 months.

Where is the location of the job?

The job is located in Galway, Ireland.

What are the primary responsibilities of a Customer Advocate at HID Global?

The primary responsibilities include building and maintaining relationships with customers, ensuring the accuracy of customer information in the CRM, handling customer queries, resolving pre-booking holds, and coordinating with other departments to expedite or resolve customer orders.

What qualifications are required for this position?

The qualifications include a minimum of 3 to 5 years of customer service experience, preferably in a high technology industry, excellent communication skills, attention to detail, and a high school diploma at minimum. Experience with Oracle, Salesforce, and Agile is preferred.

Is previous experience in a technological environment necessary?

While previous experience in a technological environment is advantageous, it is not strictly required.

What skills are essential for a Customer Advocate?

Essential skills include customer satisfaction focus, ability to multitask, effective communication, attention to detail, and the ability to work both independently and as part of a team.

What type of work environment does HID Global promote?

HID Global promotes a flexible work environment that encourages empowerment, innovation, and integrity among its employees.

Is there an emphasis on diverse and inclusive teams at HID Global?

Yes, HID Global values diverse and inclusive teams and encourages different perspectives and experiences among its employees.

What kind of training and development opportunities does HID Global offer?

HID Global offers regular feedback, training, and development opportunities to support employees in building their careers around their aspirations and the company's ambitions.

Do I need to meet all the qualifications listed to apply?

No, you don't need to check all the boxes. If you have most of the skills and experience, HID Global encourages you to apply.

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ASSA ABLOY Group

Experience a safer and more open world

Manufacturing & Electronics
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Let’s create a safer and more open world – together! ASSA ABLOY is the global leader in access solutions with sales of SEK 121 billion and 52,000 employees. The Group has operations in over 70 countries and sales worldwide. ASSA ABLOY’s innovations enable safe, secure and convenient access to physical and digital places. Every day, we help billions of people experience a more open world.  We have a feeling of discovery and urge to innovate by working together and telling it like it is, enabling us to be always growing, never boring and leading right. Do you want to be encouraged to act, have responsibilities to grow with and opportunities to explore? Join us!