Back to search.Honeywell EMEA - Danish Speaking Customer Care Specialist
| Employment Type: | Permanent |
| Location: | Glasgow Area - Scotland, United Kingdom, Motherwell |
| Salary: | Undisclosed + overtime |
| Languages: | English, Danish |
Honeywell Automation and Control Solutions (ACS) is a $12.5 billion strategic business group applying sensing and control expertise that helps create safer, more comfortable, more secure, and more productive environments. ACS provides customers controls for heating, ventilating, and air conditioning, security systems, fire alarm systems, and energy management solutions. From home thermostats to large commercial building management systems, Honeywell ACS is a global leader.
We are seeking a Danish speaker (native/fluent) to join our team in Motherwell.
Key Tasks: Global Customer Care Centre (GCCC) Processes & Procedures
• Follow defined work processes to ensure effective delivery of Service Call Management, Field Engineer Dispatching and Back Office Processes.
Call Management & Service Escalations
• Respond appropriately to telephone calls, emails, faxes and postal queries from both internal and external customers.
• Log, Dispatch and Monitor Service calls in Service Management System in accordance with process.
• Apply Escalation Processes where necessary in a timely and efficient manner.
• Use appropriate communication methods to fully determine and understand customer needs and take appropriate action to resolve customer queries.
• As necessary pass queries to higher-level assistance within the GCCC or appropriate next level support organisation.
• Respond to the customer\'s needs, questions and concerns in an accurate and timely manner.
• Check status of calls to ensure call completion, taking action as necessary to remove barriers and obstacles, which prevent call completion.
• Provide backup for remainder of team during peak volumes, where appropriate.
• Resolve and/or Escalate Out of Hours Issues with limited support available.
Tasking
• Attendance is required in line with Scheduled Shift patterns
• Ensure effective execution of Weekly and Daily allocated tasks
Quality & Performance
• Perform effectively as customers\' ambassador - Be Excellent in Customer Service
• Be compliant with all relevant GCCC/Honeywell procedures
• Escalate problems or issues in a timely manner
• Proactively bring improvement ideas forward
Basic Qualifications: Essential
• Fluent speaking Danish and English; other languages an advantage
• Knowledge of MS Desktop packages (Word, Excel, Outlook).
• Customer care/management environment experience
• Contact centre or field service operations & development experience
• Ability to work with a minimum of supervision - self managed, self motivated, and prepared to take full ownership of activities
• Excellent telephone manner
• Good summarising and questioning skills to clarify issues and ensure understanding
• Able to maintain an effective conversation in a conflict situation and move the conversation to a mutual resolution
• Results oriented with attention to how achieved and ability to learn quickly
• Good written and verbal communication skills
• Good customer orientation and handling skills
• Positive and proactive approach with a drive for continuous improvement and ability to manage change
• Flexible to meet the needs of the business
• Able to work effectively within teams
Additional Qualifications:
• Experience of Avaya, and Service Management Systems
• Experience of multi-national/lingual operation
• Ability to implement change while continuing delivery of daily performance
• Ability to balance task and customer management
Please apply online.
We are seeking a Danish speaker (native/fluent) to join our team in Motherwell.
Key Tasks: Global Customer Care Centre (GCCC) Processes & Procedures
• Follow defined work processes to ensure effective delivery of Service Call Management, Field Engineer Dispatching and Back Office Processes.
Call Management & Service Escalations
• Respond appropriately to telephone calls, emails, faxes and postal queries from both internal and external customers.
• Log, Dispatch and Monitor Service calls in Service Management System in accordance with process.
• Apply Escalation Processes where necessary in a timely and efficient manner.
• Use appropriate communication methods to fully determine and understand customer needs and take appropriate action to resolve customer queries.
• As necessary pass queries to higher-level assistance within the GCCC or appropriate next level support organisation.
• Respond to the customer\'s needs, questions and concerns in an accurate and timely manner.
• Check status of calls to ensure call completion, taking action as necessary to remove barriers and obstacles, which prevent call completion.
• Provide backup for remainder of team during peak volumes, where appropriate.
• Resolve and/or Escalate Out of Hours Issues with limited support available.
Tasking
• Attendance is required in line with Scheduled Shift patterns
• Ensure effective execution of Weekly and Daily allocated tasks
Quality & Performance
• Perform effectively as customers\' ambassador - Be Excellent in Customer Service
• Be compliant with all relevant GCCC/Honeywell procedures
• Escalate problems or issues in a timely manner
• Proactively bring improvement ideas forward
Basic Qualifications: Essential
• Fluent speaking Danish and English; other languages an advantage
• Knowledge of MS Desktop packages (Word, Excel, Outlook).
• Customer care/management environment experience
• Contact centre or field service operations & development experience
• Ability to work with a minimum of supervision - self managed, self motivated, and prepared to take full ownership of activities
• Excellent telephone manner
• Good summarising and questioning skills to clarify issues and ensure understanding
• Able to maintain an effective conversation in a conflict situation and move the conversation to a mutual resolution
• Results oriented with attention to how achieved and ability to learn quickly
• Good written and verbal communication skills
• Good customer orientation and handling skills
• Positive and proactive approach with a drive for continuous improvement and ability to manage change
• Flexible to meet the needs of the business
• Able to work effectively within teams
Additional Qualifications:
• Experience of Avaya, and Service Management Systems
• Experience of multi-national/lingual operation
• Ability to implement change while continuing delivery of daily performance
• Ability to balance task and customer management
Please apply online.
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