Job Title:

Digital/Connected Services Specialist with German and English – Honda Project

Job Description

The Digital/Connected Services Specialist is the first point of contact for Honda cars’ end customers with questions about digital/connected technologies integrated in Honda’s car products. He/she provides inbound support to enquiries & complaints and outbound support to specific campaigns. Handles calls and e-mails from customers daily. The Digital/Connected Services Specialist will provide support and mentoring to the Customer Care Representatives in the Honda account for any digital services queries they may have.

Responsibilities:

• Identifies the customer and understands the type of product owned and the support requested in relation to any digital tools/software that the customer owns. He/she will provide a suitable answer to successfully handle the case. Escalates cases to the Market Lead or a third-party supplier (e.g. MyHonda), as per agreed processes;
• Troubleshoots end customers’ queries related to digital services subscriptions, software-related issues, & payments;
• Supports Customer Care Representatives internally for any queries related to digital services and provides floor support;
• Carries out specific outbound campaigns related with the client’s products/ services and CRM strategy.
• Is responsible to accurately document, in the relevant system 100% of the contacts received.
• Answers telephone calls and deals with them promptly, efficiently and with empathy to ensure a positive experience for our customers and strives to resolve all customer cases;
• Validates customer service entitlements;
• Assumes responsibility and ownership for all relevant customer cases;
• Obtains accurate customer details and inputs and updates them accurately in the system; communicates with third-party suppliers in specific CRM Systems & IT ticketing systems;
• Maintains a positive relationship with all internal and external customers;

Requirements:

• High School Diploma
• Fluency in English & German, both verbal and written
• Experience in working with customers face-to-face or on the phone for at least 2 years
• Computer literacy in MS Office applications
• Excellent communication and negotiation skills and telephone manner
• Good organizational and problem-solving skills
• Passion for Exceptional Customer Care
• Experience in technical support will be considered as an advantage
• Experience in the automotive industry will be considered as an advantage
• Previous experience in CRM systems or other IT ticketing systems will be considered as an advantage
• Good mentoring skills
• Ability to work in a team

That's just the beginning. Send us your CV now to open the door to the new career opportunities ahead of you! 
 
We’re looking forward to meeting you! 

Who are we? 

With 280,000 colleagues all over the world, we specialize in creating exceptional customer experiences and driving digital transformation for some of the world’s biggest and best companies. 
We’re fanatical about our diverse and passionate people all across the world. We embrace all our different cultures, individualities, and personalities because we recognize that all our differences make us stronger together. Concentrix is an equal opportunity employer, and we process applicants without regard to disability, race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression or any other characteristic. 
 
We show our colleagues how important they are by showering them with perks, like a culture of belonging; clear paths for career development; professional support, coaching and mentorship programs; performance-based pay; a global network of lifelong friends and peers; and more! (Like, lots more.) 

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Location:

BGR Sofia - Advance Business Center

Language Requirements:

Time Type:

Full time