Specialist, Customer Service

3 semanas atrás

Sao Paulo, Brasil Collins Aerospace Tempo inteiro

**Function Description**
Performs duties related to overall customer service including post-sales support. May support sales team by notifying other
divisions of customer concerns and trends. Responsible for maintaining quality and consistency of service by documenting and
identifying trends in customer service needs. Performs on-site services for Aftermarket clients, installs new equipment and
services, maintains / services and upgrades existing equipment. Provides instruction and education regarding products or
equipment usage to customers and internal employees. Designs and manages product training for customers and staff.

**Discipline Description**
Performs duties related to overall customer service. Provides support to sales team with regard to customer concerns.
Coordinates with sales reps to identify inside sales opportunities. Serves as customer interface on product status and delivery.
May manage or work in call center for customer support. Maintains knowledge of UTC organization and products to provide the
appropriate information and support to customers. Consistently documents customer service needs to identify patterns and maintain quality.

**Organization Level Description**
Seasoned professional contributor.
May manage small projects or processes.
Has advanced knowledge of work area.
Problems faced are difficult and sometimes complex.
Works autonomously with limited oversight from manager.
Coaches and reviews the work of lower level professionals.
Influences others regarding policies, practices and procedures.

**Purpose**
This position is for a seasoned professional in Customer Service who works independently, resolving complex customer inquiries.
This role maintains databases, makes recommendations to management for customer issue prevention and the sales team to
identify sales opportunities. Makes updates to procedures to ensure the improvement of Customer Service processes

**Responsibility Statements**
Works, independently, to confer with customers who contacts the organization by telephone or electronically, provides scripted
information about organization products or services, discusses customer accounts, and obtains or addresses customer
complaints. Provides ability to deviate from the script to address moderately complex inquiries.
Works on documentation and solves difficult to moderately complex customer issues/requests/complaints in accordance to
established procedures, and when required, redirects queries to appropriate department or personnel.
Obtains and collects feedback from product development and service departments to confirm the most appropriate sources of
materials and secondary sources of information that can be recommended to customers to answer their questions.
Assists in the maintenance of databases containing information on customer interactions and transactions to facilitate future
needs in data collection and consolidation.

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