Customer Service Process Expert
3 tygodni temu
Are you ready to make an impact? ZF is looking for talented individuals to join our team. As a FutureStarter, you'll have the opportunity to shape the future of mobility. Join us and be part of something extraordinary
Customer Service Process ExpertCountry/Region: PL
Location: Warszawa, MZ, PL, 00-124
Req ID 77712 | Warsaw, Poland, ZF Automotive Systems Poland Sp. z o.o.
About the position:As Customer Service Process Expert you will be responsible for developing and implementing routing procedures for customer tickets globally, ensuring the delivery of exceptional service to our customers.
What you can look forward to as Customer Service Process Expert:- Developing and Implementing Routing Processes: Create and optimize routing processes from web templates to local support groups, ensuring consistency and efficiency across global operations.
- Ensuring Adherence to Processes: Coordinate and monitor that established routing processes are strictly followed by all teams, ensuring service quality and operational efficiency.
- Reporting and Analyzing Key Metrics: Track and report key performance indicators (KPIs), including team service levels and other critical metrics, to assess performance and drive improvements.
- Training and Support for Regional User Groups: Provide comprehensive training on the ticketing tool to local user groups within different regions/divisions, ensuring effective and correct usage of the system.
- Driving Continuous Improvement Initiatives: Lead and contribute to process improvement and waste elimination projects, striving for ongoing optimization of ticket handling processes and enhancing overall service delivery.
- Bachelor's or Master's degree in Science/Engineering.
- Ability to work independently and with cross-functional teams (e.g., people of varying technical skills).
- Prioritization, relationship building, and analytical ability.
- Deep knowledge and experience of CRM and related applications. Experience with Agile/Scrum is a plus.
- Solid understanding of Automotive products.
- Passion for process improvement and tool optimization.
- Ability to train Customer Service personnel effectively.
- Coordination, presentation, and project management skills.
- Proficiency in written and verbal English. German would be a plus.
- Work in a dynamic and international environment; the ability to manage your career at ZF structures, with prospects for vertical or horizontal promotion in global functions.
- Implementation package - full training and support from experienced managers and employees who will ensure you feel comfortable while performing newly entrusted tasks.
- Possibility of participation in private medical care (including dental care) and life insurance.
- Cafeteria system/Sport Card.
- Very good working atmosphere; working in an international team with interesting projects and tasks.
Be part of our ZF team as Customer Service Process Expert and apply now
ContactWhat does DEI (Diversity, Equity, Inclusion) mean for ZF as a company?At ZF, we continuously strive to build and maintain a culture where inclusiveness is lived and diversity is valued. We actively seek ways to remove barriers so that all our employees can rise to their full potential. We aim to embed this vision in our legacy through how we operate and build our products as we shape the future of mobility.
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