Back Office Specialist

Overall description

Provide customer service support using a variety of channels which include phone, email, chat and social media. Manage and resolve consumer enquiries through the provision of problem solving, providing advice, troubleshooting and scheduling of service technicians. Manage sales orders for different target groups. Identify as a resident expert, high level individual contributor, who is the go-to person on complex areas .

Responsabilities

Answer inbound phone calls, emails & chat from Miele consumers and business partners concerning their sales order, service order and appliance needs. Display a sense of urgency towards all consumer enquiries while striving for First Contact Resolution. Troubleshoot the care and use of Miele appliances using operation manuals, product specification sheets, and assorted tools. Assist consumers in setting up service repair for their appliances when unable to solve technical issues over the phone/email/chat, check availability of technicians and make appointments for service calls. Facilitate resolution for a wide variety of consumer issues and log the information into the consumers account. Maintain a balance between company goals and consumer desires. Handle issues in the best interest of both Miele and the consumer. Research and answer any installation or product specification questions our sales teams, dealers, and our customers may have. Correspond with Miele Service/Sales Management teams and other personnel, as well as Miele Service Partners (MSP’s) to obtain required information, when needed. Proactively maintain an up-to-date knowledge of Miele products and services to ensure a superior experience for our consumers. Identifying opportunities to optimize the day to day interactions while demonstrating knowledge and skill in a continuous improvement environment.

Skills & Competencies required

Ability to evaluate customer concerns, assess alternatives, and make solid, consistent decisions and/or recommendations as required. Good listening, written and verbal communication skills with proven ability to write clear, concise, and accurate messages. Ability to maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently. Must be self-motivated, detail-oriented and highly organized. Ability to work independently with minimal instruction. Ability to meet set out Key Performance Indicators and strive towards continuous improvement. Strong computer, data entry and organizational skills. Ability to learn and become proficient with internal programs and new software. Prior experience with In-home service of consumer goods preferred. Spanish, English and Portugues required