Customer Services Quality Specialist

Customer Service Quality Specialist

This position is an integral part of Service Quality Structure that ensures the deployment of Customer Experience. The Customer Service Quality Specialist is responsible for the register and follow up of customer complaints and field issues, monitoring and verifying the setting up corrective and preventive actions in collaboration with the corresponding cross-functional teams.

They play a key role in the Service Quality team, verifying the correct resolution of customer complaints to prevent recurrence and ensuring their regular tracking, informing the corresponding stakeholders about their status and resolution.

When 8D report is requested by the Customer, they will prepare it in collaboration with the cross-functional team designated to solve the complaint or the field issue. The report will be subsequently approved by the quality manager before its submittal to the customer. As a key role position, they will support Service Management with KPI reports analysis when requested.

Responsibilities

• Customer Service Support
• Verify the correct resolution of customer complaints, ensuring their regular tracking, informing about their status, resolution and archiving them in the customer complaint system.
• Monitor corrective measures resulting from complaints to prevent recurrence, helping and driving Continuous Quality Improvement.
• Prepare in collaboration with the cross-functional team designated to solve the complaint, the 8D report, when requested by the customer. The report will be subsequently approved by the quality manager before its submittal to the customer.
• Provide relevant KPIs information when requested.
• Follow all EHS requirements defined by internal procedures or communicated during training.
• Follow required actions to prevent all emergency situations and operation controls rules.
• Report on all accidents, occupational diseases, and emergency situations (where applicable).
• Develop and maintain effective communication within the business.
• Perform other duties and oversee special projects and assignments as may be assigned by management.
• Respect principles of local and international VERTIV Trade Compliance procedures connected with all operations and business practices.

Qualifications & Requirements

• University Degree
• Preferred basics of electrical or thermal engineering, or reading technical documentation
• Preferred experience in Customer Experience/Support for at least 2 years
• Fluent in English and desirable a second language.
• Active knowledge of RCA tools. Experience with 8D methodology
• Good knowledge of MS Office applications and Oracle
• Strong verbal and written communication skills
• Smartsheet user preferred.
• Proactive with the ability to prioritize and escalate operations and to solve problem situations and work in a team environment.
• Well-developed interpersonal skills