Job Title:  Customer Service Officer

 

 

Department:     Marketing

Reports to:       Product & Marketing Manager

 

 

SUMMARY:

 

Facilitates and steers the customer service, customer care handling, and after-market sales support processes, tools, and stakeholders consistent with the company’s continuing build-up and continuous improvement for customer experience in electromechanical access solutions.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

Includes the following. Other duties may be assigned:

 

Operational: conduct the inbound call and outbound feedback loop for scheduling of installation, services, and relevant after market service support with Installation/Service Team. Principal lead for external and internal customers for service-related topics and main coordinator for relevant concerns for product and marketing. Oversees the back-end customer service support for installation and service requirement for ASSA ABLOY / YALE electromechanical (i.e. Digital Door Locks, Hotel Locks) in close collaboration with the company’s outsourced customer service centre. Supervises zonal and scheduling for installation, service, and product support in close coordination with outsourced call centre and relevant internal stakeholder. Renders oversight function on job orders assigned to the Installation and Service representative (ISR) Team in concern with Team Lead and Technical Marketing Lead. Direct process ownership and steering for customer care and after-market service in line with pertinent developing framework. Drives customer care handling (CCH) for direct end-users and channel partners, in close partnership with product and relevant sales team/s for resolution. In-charge of data base build-up, management, and reporting for after-market / customer service concerns. In-charge of product support communication channel – i.e. e-mail, SMS/internal company phone contact, and social media as may be applicable.

 

QUALIFICATIONS:

 

With working knowledge and touchpoint experience on customer service (inbound and outbound) and customer care handling. Good grasp of Microsoft office applications: Excel, Power point, Document, Outlook, and scheduling software/tool (i.e. Google). Process build-up and organizational skills. Business communication, customer contact, and presentation skills.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.