What are the responsibilities and job description for the Customer Support Specialist position at Xylem?

Join Xylem in the global mission to #LetsSolveWater! As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Job Summary :

The Customer Service Specialist is responsible for handling complex customer inquiries, providing technical support, and ensuring a positive customer experience6. They process complaints, assist customers with purchases and returns, and provide advice on products and services. The Specialist also conducts market research, analyzes customer feedback, and provides strategic recommendations to improve customer service processes8. This role requires strong analytical skills, excellent communication abilities, and a solid understanding of customer service principles and practices.

Responsibilities :

Respond to customer inquiries and concerns in a timely and professional manner
Provide excellent customer service and ensure customer satisfaction
Maintain a positive and empathetic attitude towards customers
Handle and resolve customer complaints and issues
Collaborate with other departments to address customer needs and concerns
Keep detailed records of customer interactions and transactions
Provide accurate and helpful information to customers
Follow up with customers to ensure their concerns have been addressed
Identify and escalate complex or urgent issues to the appropriate department
Maintain knowledge of company products, services, and policies
Assist with customer orders, returns, and exchanges
Process payments and refunds
Stay updated on industry trends and competition
Continuously strive to improve customer service processes and procedures

Communication :

Respond to customer inquiries via phone, email, and social media

Communicate effectively and professionally with customers to resolve issues

Provide clear and concise information to customers regarding products and services

Utilize active listening skills to understand and address customer needs

Problem-solving :

Analyze and troubleshoot customer issues to find appropriate solutions

Use critical thinking skills to resolve complex customer complaints

Identify patterns and trends in customer concerns to improve overall customer experience

Collaborate with team members to find solutions for recurring issues

Customer Retention :

Build and maintain strong relationships with customers

Offer personalized solutions to retain customers and promote loyalty

Follow up with customers to ensure satisfaction and identify areas for improvement

Proactively reach out to customers to gather feedback and address any concerns

Additional Responsibilities :

Participate in training and development programs to enhance customer service skills

Adhere to company policies and procedures

Maintain confidentiality of customer information

Stay updated on industry regulations and compliance standards

Assist with other tasks and projects as assigned by supervisor.

High Impact Behaviors :

Strategic Vision and Foresight : Senior professionals should have the ability to develop and communicate a clear vision for the future, anticipate trends, and prepare the organization to adapt to changes. This involves understanding the broader industry context and aligning team efforts with long-term objectives.

Mentorship and Talent Development : They should actively mentor junior colleagues, helping to shape the next generation of leaders. This includes sharing knowledge, providing guidance, and supporting career development opportunities for their teams.

Influential Leadership : Senior professionals must be able to influence and inspire others, both within and outside the organization. This requires strong communication skills, credibility, and the ability to build and maintain relationships with key stakeholders.

Qualifications :

Bachelor’s in Business, Marketing, or related field with at least 5 years experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.

Strong technical skills with proficiency in sales tools and software (e.g., SalesForce, CRM systems).

Experience in developing and implementing sales strategies and plans.

Knowledge of experimental design and statistical analysis techniques.

Strong project management skills with the ability to manage multiple projects simultaneously.

Exceptional communication skills, both verbal and written, to effectively convey complex information to stakeholders.

Solid project management skills, including the ability to manage multiple projects simultaneously and meet deadlines.

Salary range :

40,500.00 - $64,800.00

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world.

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We embrace diversity and prioritize our employees' well-being through our DE&I initiatives and Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation

Salary : $40,500 - $64,800

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