Service Senior Specialist

Not Just a Job, But a Career

Yokogawa, award winner for 'Best Asset Monitoring Technology' and 'Best Digital Twin Technology' at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.

Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.

About the Team

Our 18,000 employees work in over 60 countries with one corporate mission, to "co-innovate tomorrow". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.

Job Summary

The main purpose of this role is to provide support to both internal and external customers in a professional manner through managing queries received via email or telephone calls for multiple lines of business. This position requires high levels of customer service focus and attention to detail while working towards meeting individual performance goals and team objectives.

Job Responsibilities

• Deliver excellent service by proactively seeking out ways to improve processes and procedures to ensure best practice service delivery within the department.
• Provide assistance to colleagues as required and escalation point for more complex queries or disputes.
• Ensure all work is completed to agreed quality standards, timeframes and compliance requirements.
• Resolve queries in accordance with relevant policies, procedures and guidelines, and seek advice when necessary.
• Identify trends in issues raised and recommend improvements to processes and procedures to address these where appropriate.
• Maintain up-to-date knowledge of products, services and processes to ensure accurate responses are provided to enquiries.
• Assist with projects as they arise including the development and implementation of new initiatives.
• Act as a mentor to junior staff members providing on the job training and guidance as required.

Job Qualifications

• Relevant tertiary level qualification in Business, Communications or similar discipline (desirable).
• Demonstrated experience of at least 2 years in a customer service environment.
• Experience using MS Office applications including Word, Excel, PowerPoint and Outlook.
• Excellent verbal and written communication skills including demonstrated ability to write clear concise correspondence.
• Strong interpersonal skills including active listening and questioning techniques.
• Proven ability to work independently and as part of a team.
• Ability to prioritise competing tasks to meet deadlines.
• Knowledge of financial services and/or insurance industry would be highly regarded.

Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusive culture. We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status. We will not discriminate based on race, skin color, age, sex, gender identity and expression, sexual orientation, religion, belief, political opinion, nationality, ethnicity, place of origin, disability, family relations or any other circumstances. Yokogawa values differences and enables everyone to belong, contribute, succeed, and demonstrate their full potential.

Are you being referred to one of our roles? If so, ask your connection at Yokogawa about our Employee Referral process!