Specialist, Customer Experience General

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 youll discover that at HARMAN you can grow make a difference and be proud of the work you do every day.

A Career at HARMAN Lifestyle

Were a global multi-disciplinary team thats putting the innovative power of technology to work and transforming tomorrow. As a member of HARMAN Lifestyle you connect consumers with the power of superior sound.

• Contribute your talents to high-end esteemed brands like JBL Mark Levinson and Revel
• Unite your passion for audio innovation with high-tech product development
• Create pitch-perfect cutting-edge technology that elevates the listening experience

About the Role

This role will support the divisions success by ensuring that consumers and service partners are delighted with their service experiences. The role directly oversees all operational aspects of our contact-handling infrastructure including self-service resources our outsourced Contact Center and a team of internal Product Specialists and an Ecom Specialist. This leader also works to improve customer satisfaction and cost-effective delivery.

What You Will Do

• Oversee and ensure the successful execution of daily customer service practices including Level 1 and 2 Contact Center and escalations to Level 3.
• Monitor contact statistics and meet KPIs/SLAs.
• Forecast contact volumes; work with the Contact Center partner to plan and staff accordingly.
• Monitor all customer service processes including Salesforce case processing product returns replacements warranty troubleshooting Ecom support etc. Identify and improve ineffective or inefficient elements.
• Work with the team of Product Specialists and Contact Center Training leaders to develop re-develop and continually improve all Contact Center agent and leader training programs.
• Define and plan programs for Contact Center agents to cross-sell and up-sell. Work with the Ecomm & CS Sr Lead Work with Contact Center leaders to create training programs to support these programs.
• Provide targets work direction oversight mentoring and guidance to Product Specialists in order to continually grow and improve their effectiveness and capabilities.
• Oversee continued development of consumer self-help resources and other media that empower consumers to find their solutions swiftly and in a cost-effective manner.
• Work with the CS Sr Lead and external teams to plan and execute special projects that increase the productivity and/or the quality of customer support.
• Provide monthly reports with an executive summary of highlights and trends/measures of process KPIs and fiscal year targets. Measure and report KPI trend status with required SMART goals to drive cost and quality improvements.

What You Need to Be Successful

• Bachelors in business Marketing Communications or Engineering
• At least 2 years of experience in a support/analyst role.
• Customer Service Background is a plus
• Proficient at using Excel.
• Good verbal and written communication.
• Proficient in English (written and spoken)

Bonus Points if You Have

• Proficient with Microsoft Office especially with data import analysis and graphing in Excel.
• Able to identify trends and issues from data and implement effective measures to drive improvement.
• Effective problem-solving abilities with strong data-driven and effective analytical skills.

What Makes You Eligible

• Willingness to travel 10% of the time.
• Willingness to work in an office in Mexico City in a Hybrid scheme.

What We Offer

• Flexible work environment allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location
• Access to employee discounts on world-class Harman and Samsung products (JBL HARMAN Kardon AKG etc.)
• Extensive training opportunities through our own HARMAN University
• Competitive wellness benefits
• Tuition reimbursement
• Be Brilliant employee recognition and rewards program
• An inclusive and diverse work environment that fosters and encourages professional and personal development.

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HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard torace religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.