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Customer Care Administrator

2 months ago

Emerson, United States oilandgas.org.uk Full time

The Customer Care Administrator will be part of a team that provides outstanding customer care experience as Emerson's frontline representative. This role is primarily responsible for handling customer contact inquiries and providing appropriate resolution through the customer's preferred and available communication channels. This role is vital in shaping the customer's first impression of Emerson, as one company: its mission and core values. This role is the voice of the customer and face of Emerson to ensure improving customer experience and making Emerson easy to do business with.

In this Role, Your Responsibilities Will Be: Respond, log, and monitor customer chats, calls, and e-mails in our business systems. Validate customer information and product inquiries, including its levels, classification, and tiering. Route inquiries to the correct contact or allocate Requests/Tasks/Emails to appropriate support. Log/Record inquiries and new customers in the system, including records updating like request for address book set-up. Handle online store support - from collecting and verifying customer information, recording/registering them, walking them through using the store, and submitting requests to the appropriate group (ITSS, CVDH, etc.). Participate in projects related to process and quality improvement by hearing the voice of the customers (VOC) in their day-to-day interactions. Perform other duties as required.

Who You Are: You anticipate customer needs and provide services that are beyond customer expectations, use customer insights to drive and guide the development of new offerings, and serve as a strategic partner to build, grow, and maintain profitable and long-lasting relationships with key accounts. You quickly and decisively take action in fast-changing, unpredictable situations, also showing a tremendous amount of initiative in tough situations. You are exceptional at spotting and seizing opportunities and work cooperatively with others across the organization to achieve shared objectives. You learn quickly when facing new situations and focus on the highest priorities while setting aside less critical tasks.

For This Role, You Will Need: Experience: at least 1 year of customer service experience. Solid prioritizing and organizational skills along with being a self-starter. Solid keyboard skills and a strong proficiency for using Windows & MS Office applications is a must. Portuguese/English/Spanish Advanced level. Willing to work on a flexible shift schedule based on business needs.

Preferred Qualifications that Set You Apart: Experience dealing with customers via phone, chat, and email systems. Prior experience interacting with customers, along with data entry experience. Education: University degree or currently studying. Technical Skills: Proficiency in using order management software such as Oracle and CRM. Attention to Detail: Being meticulous in handling customer's inquiries, maintaining records, and resolving any discrepancies, questions, or requests to keep customers happy and ensure an excellent customer experience. Organizational Skills: Ability to handle multiple tasks at once and meet KPIs such as SLAs, FCR.

Our Offer To You: We offer a competitive benefits package to recognize and support our employees such as private health insurance with dependent coverage, life insurance, flexible work opportunities, wellness center, door-to-door transportation, Asociacion Solidarista, Employee Resource Groups (ERGs), and career growth focus and many more.

Commitment with Diversity and Equal Opportunity Emerson is committed to its core values and believes in respecting DE&I. We do not discriminate and welcome all qualified candidates to apply and become part of our family, no matter the gender identity, race, sexual orientation, disability, age, religion, and/or nationality.

At Emerson, we are passionate about what we do.

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