Customer Service Specialist handling inbound and outbound mortgage loan inquiries in a hybrid role. Delivering exceptional customer service and resolving borrower issues efficiently.
About the role
- Quality and Service Support Specialist at Excillum supporting process optimization in customer service. Focus on complaint handling and service excellence in advanced X-ray technology
Responsibilities
- Develop and continuously improve processes for complaint handling, including leading a forum to ensure efficient and structured management.
- Further develop service-related processes such as returns and warranty management, maintenance, installation and training.
- Manage service-related data as Key user in CRM (MS Dynamics), including KPI tracking, reporting and service request follow-ups.
- Contact customers to gather additional information on reported complaints, ensuring a thorough understanding of issues for further investigation.
- Support the planning and coordination of service-related activities for the team, including training, installation and maintenance, while also assisting with customer service quotes in ERP (Monitor).
- Collaborate with other business support functions to ensure smooth project execution and service delivery.
Requirements
- At least around 5 years of experience in a similar role, with a focus on setting up and driving processes, including complaint management.
- Experience working with complex products or systems, preferably hardware.
- Strong English language skills.
- A quality-driven mindset and a willingness to take ownership of key processes.
- Excellent communication and organizational skills.
- Experience with CRM systems and familiarity with service-related processes.
Benefits
- Flexible working hours
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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TD
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