Service Experience Center Specialist - German

Description

Kenvue is currently recruiting for:

Service Experience Center Specialist

The Service Experience Center Specialist will be the Contact Center subject matter expert and will be the representative to the assigned function's process alignments in order to deliver exceptional and consistent service to our Kenvuers.

This position reports into Global Contact Center Lead and is based at Prague, Czech Republic.

Who We Are

At Kenvue, we realize the extraordinary power of everyday care.

Built on over a century of heritage and rooted in science, we're the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON'S® and BAND-AID® that you already know and love.

Science is our passion; care is our talent.

Our global team is made by 22,000 diverse and brilliant people, passionate about insights, innovation and committed to deliver the best products to our customers.

With expertise and empathy, being a Kenvuer means to have the power to impact life of millions of people every day.

We put people first, care fiercely, earn trust with science and solve with courage - and have brilliant opportunities waiting for you! Join us in shaping our future-and yours.

What You Will Do

The Service Experience Center Specialist is responsible for delivering outstanding customer service and resolving inquiries across various communication channels, such as phone calls, emails, and chat.

Additionally, this position will also contribute to complex tasks, projects, process alignments, and act as a point of contact for various functions within the organization.

A significant portion of its time will also be dedicated to training, ensuring quality deliverables and fostering continuous improvement.

Key Responsibilities

• Provide outstanding customer service by responding to employee inquiries promptly, professionally, and accurately through phone calls, emails, and chat.

• Assist and encourage users/employees to make effective use of self-service options, systems, products, and services to drive rapid resolution and empower customers.

Educate and inform employees of the full range of services available to them, promoting self-service as an efficient and convenient way to meet their needs.

• Effectively diagnose and troubleshoot issues, identify the root cause, and provide appropriate solutions.

Escalate complex problems to higher-level support teams when necessary, ensuring timely resolution.

• Apply strong problem-solving skills to analyze complex customer issues, evaluate available resources, and propose creative solutions to meet employee needs, in accordance with standard operating procedures.

• Demonstrate proficiency in utilizing digital tools, platforms, and systems to deliver exceptional customer service and navigate various online resources effectively.

Utilize case management systems and telephony tools to access customer information, log interactions, and efficiently address inquiries.

• Communicate w...