Service Excellence and Training Specialist I | Mouser Electronics | Bangalore, KA

Job description:

Mouser Electronics is hiring for the post of Service Excellence and Training Specialist I.

Job duties and responsibilities:

The Service Excellence and Training Specialist provides quality assurance, detailed guidance, coaching, and training on sales processes, programs and systems in a manner which ensures total quality and exceptional customer service.

Accountabilities:

• Supports with development of results-oriented customer service, including customer service strategies and inspires positive change in others.
• Coaches, and assists customer service staff with determining customer needs, pursuing business development and providing customer service beyond customer initiated requests.
• Team player and role model who motivates teams to provide excellent customer service.
• Responsible for editing, updating, and suggesting improvements to customer service processes and procedures. Works directly with customer service Management to help with monitoring service excellence.
• Responsible for improving customer interactions in terms of calls, emails, & chats; Reviews customer service processes for quality.
• Provides feedback to management for trends on training needs, process improvements and performance management. Uses good judgment and analyzes the impact of decisions and responses before execution.
• Delivers training in variety of formats: presenting to class, one on one, or via electronic communication.

Skills and certification:

• Desire, personality and ability to provide excellent customer service and interact directly with customers and other business associates.
• Strong teaching, analytical, problem solving, negotiation, time management, and organizational skills.
• Ability to effectively manage projects, analyze training needs, processes and systems and make recommendations for improvement.
• Excellent communication and presentation skills, verbal and non-verbal, with all levels of individuals and groups, inside and outside the organization.
• Fluent verbal and written in local language and English. Additional languages in line with regional needs would be a plus.
• Demonstrates a positive attitude toward self and others.
• Confidential and trustworthy.
• PC experience in a Microsoft Windows environment, proficient with MS Office and other software.
• Detailed and thorough in work habits with multi-tasking ability.

Qualifications and experience required:

• Bachelor in Business, Customer Service or related field.
• 0 – 4 years of Customer Service experience with thorough knowledge of processes, systems and programs in a related industry field.

Job/Req. ID: 17349

Company: Mouser Electronics

Location: Bangalore, KA

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