Customer Support Specialist

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23000 employees operating in over 150 countries Xylem is at the forefront of addressing the worlds most critical water challenges. We invite passionate individuals to join our team dedicated to exceeding customer expectations through innovative and sustainable solutions.

Responsibilities:

Communication
Respond to customer inquiries and concerns via phone email or chat
Provide timely and accurate information to customers
Follow up with customers to ensure their issues have been resolved
Maintain a positive and professional demeanor while interacting with customers
Escalate complex issues to the appropriate department or supervisor
Keep detailed records of customer interactions and transactions

Technical Support
Troubleshoot technical issues and provide solutions to customers
Assist customers with setting up and using products or services
Collaborate with the technical team to resolve complex technical issues
Provide instructions and guidance to customers on how to troubleshoot common technical problems
Stay updated on product or service updates and changes to effectively assist customers

Customer Satisfaction
Ensure customer satisfaction by addressing and resolving issues in a timely and effective manner
Proactively reach out to customers to gather feedback and improve customer experience
Identify and report recurring customer issues to improve overall product or service quality
Maintain a high level of customer service and professionalism at all times
Strive to exceed customer expectations and ensure a positive customer experience

Product/Service Knowledge
Maintain a thorough understanding of company products or services
Continuously update knowledge on new products or features
Educate customers on product or service features and benefits
Provide recommendations to customers based on their needs and preferences
Collaborate with the sales team to promote and upsell products or services to customers

Teamwork
Work collaboratively with other customer support specialists to ensure consistent and efficient customer service
Share knowledge and best practices with team members to improve overall performance
Participate in team meetings to discuss customer feedback and ways to improve customer satisfaction
Support and assist team members during busy periods or challenging customer interactions

Administrative Tasks
Complete administrative tasks such as data entry and documentation accurately and in a timely manner
Maintain customer databases and update customer information as needed
Generate reports to track and analyze customer service metrics
Assist with training new customer support specialists on processes and procedures
Adhere to company policies and procedures at all times.

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 longterm 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:
Bachelors in Marketing Communications or related field with at least 5 years experience or equivalent work experience that provides exposure to fundamental theories principles and concepts.
Expertise in Indepth knowledge of a specific product service or support area.
Strong mentoring and coaching skills to guide and develop junior analysts.
Proven ability to influence and drive change across various levels of the organization.
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:

Join the global Xylem team to be a part of innovative technology solutions transforming water usage conservation and reuse. 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 inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.