Senior Customer Experience Specialist

Honeywell

North Ryde, NSW
Permanent
Full-time

1 month ago

Innovate to solve the world's most important challengesTHE FUTURE IS WHAT WE MAKE IT.Senior Customer Experience SpecialistSydneyStart your career by making an impact and real connections with some of the most meaningful challenges around. When you join Honeywell, you become a member of our performance culture comprised of diverse leaders, thinkers, innovators, dreamers, and doers who are changing the future.Make the Best You.Working at Honeywell is not just creating incredible things. You will have the opportunity to work with our talented and friendly team of professionals and be part of a global team of future shapers.Join Us and Make an Impact.We are currently seeking a Senior Customer Experience Specialist to join our HBS HO team in our North Ryde office. Reporting to the Senior Customer Experience Supervisor, your focus will be to act as first point of contact for customers and field service professionals' issues and being an interface between them and the rest of the departments.Key Responsibilities:

Taking customer service calls and emails (heating, ventilation, air conditioning, fire& alarm systems, cyber-security incidents, alarm monitoring, Vector customers, Instant Alert, TAC); Logging issues in Honeywell ticketing systems and/or customer platforms- depending on the issues specificity (raise service work order) after checking contract details and entitlements.
Checking the availability of field service professionals, calling the appropriate person to go to the customer site and dispatching the service work order.
Taking customer calls and emails, identifying the right distribution/forwarding channel for materials and/or inquiries and communicating the information to the right departments when needed (Services, Projects, Field engineering, Working Capital);
Following up on work orders in order to get the issue fixed within the agreed SLA and updates the new status until the problem has been solved

Key Experience & Capabilities:

Performing daily activities related to the areas of responsibility at a performance level set up and periodically monitored through internal management tools ( eg Tier / Weekly / Monthly )Work effectively with customers and internal sales team
Clarify customer needs, meet or exceed the need and take responsibility for action
Minimum 1 year experience in customer support and willingness to learn.
Flexibility to work in shifts including night shifts, public holidays as per rostering calendar.

About UsThe world is changing. And it's a familiar story at Honeywell. Our $36 billion business was founded on a legacy of firsts spanning 130 years. We're building a safer, smarter, and more sustainable world through our technology and software across each of our 930 sites globally. Our impact is seen in every shape and size around the world. Our solutions are felt daily in aerospace, buildings and cities, retail, chemicals and materials, safety, industrial and manufacturing, safety, and supply chains.Discover MoreWe've been innovating for more than 100 years and now we're creating what's next. There's a lot more available for you to discover. Our solutions, our case studies, our #futureshapers, and so much more. Learn more at careers.honeywell.com/us/en/If you believe what happens tomorrow is determined by what we do today, you'll love working at Honeywell.The future is what we make it. So, join us and let's do this together.Honeywell is an equal opportunity employer, and we support a diverse workforce. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. Aboriginal and Torres Strait Islander peoples are encouraged to apply.Honeywell is a proud advocate of the LGBTQ+ community and we are celebrating Pride Month in the Pacific by launching Pride Connect, our LGBTQ+ employee network, we encourage members of the LGBTQ+ community to apply to join our team of future shapers.For more information on applicable equal employment regulations, refer to the .
Please refer to the EEO is the & the .
For more information on how we process your information in the job application process, please refer to .
If a disability prevents you from applying for a job through our website, . No other requests will be acknowledged.Copyright © 2023 Honeywell International IncAdditional Information

Category: Customer Experience
Location: 2 Richardson Place, North Ryde, NSW 2113 AUS
Nonexempt

Global (ALL)

Honeywell

Apply Now