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 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
Job Summary:
The Customer Service Representative (CSR) is the primary point of contact for customers, handling inquiries, complaints, and providing information about products and services. They manage incoming calls, generate sales leads, and identify and assess customer needs to achieve satisfaction. CSRs are responsible for maintaining customer records, processing orders, and resolving issues promptly and efficiently. This role requires excellent communication skills, problem-solving abilities, and a customer oriented approach to ensure a high level of customer satisfaction.
Responsibilities:
Providing excellent customer service to clients
Addressing and resolving customer inquiries and concerns
Building and maintaining strong relationships with customers
Assisting customers with product or service information
Processing orders, returns, and exchanges
Documenting and updating customer records
Collaborating with other departments to ensure customer satisfaction
Identifying and escalating complex customer issues to appropriate teams
Conducting customer satisfaction surveys and reporting feedback to management
Staying updated on company policies, products, and services
Continuously improving customer service processes and procedures
Communication:
Communicating with customers via various channels such as phone, email, and chat
Listening actively to understand customer needs and concerns
Providing clear and accurate information to customers
Resolving conflicts and diffusing difficult situations with customers
Communicating customer feedback and suggestions to relevant teams for improvement
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Managing multiple customer inquiries and tasks simultaneously
Prioritizing urgent and important tasks effectively
Meeting set targets and deadlines for customer service performance
Maintaining a high level of productivity and efficiency while delivering quality service to customers
Problem-solving:
Analyzing and identifying the root cause of customer issues
Developing creative solutions to resolve customer problems
Collaborating with team members to find solutions to complex issues
Following up with customers to ensure their issues have been resolved to their satisfaction
Teamwork:
Working collaboratively with team members to achieve shared goals
Providing support and assistance to team members when needed
Contributing ideas and suggestions for improving team performance and customer satisfaction
Creating a positive and supportive work environment for the team and promoting teamwork and cooperation.
High Impact Behaviors:
Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.
Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.
Qualifications:
Bachelor’s degree in Business, Marketing, or a related field with work experience of more than 5 years that provides exposure to fundamental theories, principles, and concepts.
Strong analytical skills with the ability to interpret complex data.
Proficiency in sales tools and software (e.g., SalesForce, CRM systems).
Excellent written and verbal communication skills.
Ability to work independently and collaboratively with cross functional teams.
Strong negotiation and closing skills.
Knowledge of market research and competitive analysis techniques.
Ability to develop and implement sales strategies and plans
Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. 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.
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