Customer Service Representative

hace 4 meses

Tijuana, México Harman International A tiempo completo

A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.

About the Role

The Customer Service Representative is a single point of contact for HARMAN Professional internal and external customers. Responsibilities include extensive customer contact, problem-solving and analyzing customer information, reviewing business procedures, and making recommendations, warranty claims, customer payments, service requests, and parts order entry.

What You Will Do
- Maintain daily communications with customers as directed, to ensure successful case resolution and proper follow-up leading to customer satisfaction.
- Pro-Actively communicate with customers regarding the status of their orders and repairs
- Organize and Prioritize requests
- Effectively communicate return and repair procedures to customers
- Effectively and accurately provide product warranty information across multiple HARMAN brands to internal and external customers
- Direct requests and unresolved issues to the designated resource
- Keep an accurate record of all customer communication: inquiries, comments, and complaints
- Follow up on customer interactions
- Identify spare parts for HARMAN Pro Products
- Ensure customer satisfaction through the processing of service and parts orders, responding to and generating correspondence, and the coordination of all aspects of customer activities
- Process credit card payments, generate invoices, and payment receipts
- Build knowledge base articles to enrich our training material
- Represent HARMAN brands with professionalism and integrity
- Enjoy working closely with others but can also work independently
- Provide pricing and delivery information
- Organize workflow to meet customer timeframes
- Follow HARMAN Communication procedures, guidelines, and policies.

What You Need
- Excellent verbal and written communication skills (English and Spanish)
- High School Diploma or equivalent
- Knowledge of customer service principles and practices
- 2 - 3 years of experience in Customer Service
- Proficient in all Microsoft Office Suite products
- Willingness to work in an office in Tijuana, Mexico

What is Nice to Have
- Ability to calculate figures and amounts such as discounts, interests, and percentages
- Experience with Braintree software for credit card receipts
- Maintain a high-level of customer service expected by our internal and external customers.
- Proactive goal-oriented approach to decision making
- Proven Team Player who can effectively work with all levels of a global matrixed organization
- Ability to adapt to changing demands and conditions
- Flexibility to manage multiple projects/initiatives simultaneously and execute to completion.
- Ability to accurately input data
- Ability to write routine reports and correspondence
- Ability to effectively present information in one-on-one and small group situations to internal and external customers
- Ability to diffuse escalated customer situations
- Prior experience with Schematics, electronic components, and product Bill of Materials

What Makes You Eligible
- Willingness to work across multiple time zones
- Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen

LI-AA1

HARMAN is an Equal Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race,color, religion, sex, sexual orientation, gender identity, national origin,disability or Protected Veterans status. HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation.

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