Customer Support Regional Specialist

• Pato Branco
• Hybrid

Job Description

Munters FoodTech is seeking a talented and dedicated Customer Support Regional Specialist to join our dynamic team in Brazil. The Customer Support Regional Specialist is responsible for delivering exceptional customer service to clients within a designated region. This role involves responding to customer inquiries resolving issues and working closely with other departments and HQ to ensure customer satisfaction. The Specialist will also analyze regional customer service trends provide insights for improvement and help implement strategies to enhance the customer experience.

Key Responsibilities:

• Customer Interaction:
• Handle dealers and customer inquiries via Zendesk CRM as the main tool and if needed via phone email and chat promptly and professionally.
• Resolve product or service issues by clarifying the customers complaint determining the cause of the problem and providing the best solution.
• Follow up with customers to ensure issues are resolved and they are satisfied with the resolution.
• Escalate unresolved issues to higher management or HQ department as needed.
• Regional Focus:
• Understand the unique needs and challenges of customers in the assigned region.
• Adapt customer support strategies and communication styles to align with regional cultural and linguistic differences.
• Monitor and report on regional customer service metrics and trends.
• Collaboration:
• Work closely with regional sales marketing and technical teams to ensure a cohesive approach to customer service.
• Collaborate with the global customer support team to share best practices and align on company-wide customer support standards.
• Participate in cross-functional meetings to discuss dealers & customer feedback and improvement strategies.
• Documentation and Reporting:
• Maintain accurate records of customer interactions and issue resolutions in the companys CRM system.
• Generate regular reports on regional customer service activities highlighting key performance indicators (KPIs) challenges and successes.
• Provide feedback to management on potential improvements to products services or customer support processes.
• Continuous Improvement:
• Stay up-to-date with product knowledge company policies and industry trends to provide informed support.
• Identify opportunities to improve customer support processes and contribute to the development of new strategies and tools.
• Participate in ongoing training and development programs to enhance customer service skills and regional expertise.

Startdate: ASAP.
Compensation: Negotiable.