CRM - Salesforce Customer Service and Support Specialist

Sonova Warsaw Service Center Sp. z o.o.O firmie

  • Warszawa, mazowieckie

  • Ważna jeszcze 13 dni
    do: 22 sie 2020
  • Specjalista (Mid / Regular)

In a life without sound, our work provides meaning. As the world’s leading hearing care provider, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, we – through our core brands Phonak, Unitron, Hansaton, Advanced Bionics and AudioNova – develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.

Sonova group has more than 14,000 committed employees in over 100 countries, all of whom contribute to something greater than themselves – they transform lives. Join our mission and become part of our team! Apply now for the following position:

Sonova / Poland / Warsaw

CRM - Salesforce Customer Service and Support Specialist
We are looking for a dedicated team member to strengthen our global CRM Business team with special focus on Customer Service and Support. In this important Business function, you will evaluate, define and improve Customer Service and Support processes using Salesforce solutions. As Business expert for Salesforce Service Cloud, you will help to drive and support digital transformation in B2B & B2C support at Sonova. While based in our Polish office, you will collaborate internationally with key stakeholders in our Swiss Headquarter, our market organizations, as well as Corporate CRM IT.
 
As you are part of the global team, you will travel regularly either to Switzerland or local market organizations (15 – 20% travel time).

 

Your tasks

  • Further build and improve a holistic Support landscape with Salesforce Service Cloud as one of the core elements, including areas such as Case handling, Knowledge & Help Center. Goal is to provide a state-of-the art customer and consumer support experience, and to continuously improve our internal support processes
  • Contribute to projects to integrate multiple interaction channels into Service Cloud Console (such as Live Chat, Web forms, etc.)
  • Act as go-to person / expert for business process questions related to CRM / Salesforce Service Cloud
  • Collaborate with local Salesforce Key Users and central Quality department to further develop Case & Complaint handling process
  • Define and implement processes to improve a Knowledge base within Salesforce for internal and external use
  • Contribute to our internal CRM training platform to improve usage of CRM-based Service and Support processes

Your profile 

  • Proven knowledge of the Salesforce CRM platform, with focus on Salesforce Service Cloud (Salesforce Admin or Service Cloud Consultant certification is a big plus)
  • Minimum 1-2 years of work experience on similar position
  • Bachelor or higher degree in Business Administration, Management, or similar,
  • Project Management experience in an international, multi-functional environment
  • Ability to act as functional expert and business owner for the defined areas
  • Independent, pro-active work-style, with the ability to lead global business projects
  • Self-driven team player with a positive attitude, curious mindset, a customer-oriented approach and strong communication skills with all levels of organization
  • Hands-on work experience within a customer service or support role, ideally “front line”, is a plus
  • Advanced MS-Office skills (especially Excel, Power Point)
  • Fluent written and spoken in English

Our offer

  • Challenging work in an international, fast paced, cross-functional environment with strong relation to IT and digital transformation
  • Attractive fringe benefits package
  • Training and development
  • Open corporate culture

Kto jest administratorem Twoich danych osobowych?

Administratorem Państwa danych osobowych jest Sonova Warsaw Service Center sp. z o.o. z siedzibą w Warszawie, ul. 17 stycznia 45a, 02-146. (dalej: Sonova)
 
Informujemy, iż Pani/Pana dane osobowe będą przetwarzane zgodnie z Rozporządzeniem Parlamentu Europejskiego i Rady (UE) 2016/679 z dnia 27 kwietnia 2016 r. w sprawie ochrony osób fizycznych w związku z przetwarzaniem danych osobowych i w sprawie swobodnego przepływu takich danych oraz uchylenia dyrektywy 95/46/WE nazywane dalej RODO.

W celu przeprowadzenia prawidłowego procesu rekrutacji bardzo prosimy o zawarcie w CV klauzuli zgód: Link do klauzuli

In a life without sound, our work provides meaning. As the world’s leading hearing care provider, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, we – through our core brands Phonak, Unitron, Hansaton, Advanced Bionics and AudioNova – develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.

Sonova group has more than 14,000 committed employees in over 100 countries, all of whom contribute to something greater than themselves – they transform lives. Join our mission and become part of our team! Apply now for the following position:

Sonova / Poland / Warsaw

CRM - Salesforce Customer Service and Support Specialist
We are looking for a dedicated team member to strengthen our global CRM Business team with special focus on Customer Service and Support. In this important Business function, you will evaluate, define and improve Customer Service and Support processes using Salesforce solutions. As Business expert for Salesforce Service Cloud, you will help to drive and support digital transformation in B2B & B2C support at Sonova. While based in our Polish office, you will collaborate internationally with key stakeholders in our Swiss Headquarter, our market organizations, as well as Corporate CRM IT.
 
As you are part of the global team, you will travel regularly either to Switzerland or local market organizations (15 – 20% travel time).

 

Your tasks

  • Further build and improve a holistic Support landscape with Salesforce Service Cloud as one of the core elements, including areas such as Case handling, Knowledge & Help Center. Goal is to provide a state-of-the art customer and consumer support experience, and to continuously improve our internal support processes
  • Contribute to projects to integrate multiple interaction channels into Service Cloud Console (such as Live Chat, Web forms, etc.)
  • Act as go-to person / expert for business process questions related to CRM / Salesforce Service Cloud
  • Collaborate with local Salesforce Key Users and central Quality department to further develop Case & Complaint handling process
  • Define and implement processes to improve a Knowledge base within Salesforce for internal and external use
  • Contribute to our internal CRM training platform to improve usage of CRM-based Service and Support processes

Your profile 

  • Proven knowledge of the Salesforce CRM platform, with focus on Salesforce Service Cloud (Salesforce Admin or Service Cloud Consultant certification is a big plus)
  • Minimum 1-2 years of work experience on similar position
  • Bachelor or higher degree in Business Administration, Management, or similar,
  • Project Management experience in an international, multi-functional environment
  • Ability to act as functional expert and business owner for the defined areas
  • Independent, pro-active work-style, with the ability to lead global business projects
  • Self-driven team player with a positive attitude, curious mindset, a customer-oriented approach and strong communication skills with all levels of organization
  • Hands-on work experience within a customer service or support role, ideally “front line”, is a plus
  • Advanced MS-Office skills (especially Excel, Power Point)
  • Fluent written and spoken in English

Our offer

  • Challenging work in an international, fast paced, cross-functional environment with strong relation to IT and digital transformation
  • Attractive fringe benefits package
  • Training and development
  • Open corporate culture

Kto jest administratorem Twoich danych osobowych?

Administratorem Państwa danych osobowych jest Sonova Warsaw Service Center sp. z o.o. z siedzibą w Warszawie, ul. 17 stycznia 45a, 02-146. (dalej: Sonova)
 
Informujemy, iż Pani/Pana dane osobowe będą przetwarzane zgodnie z Rozporządzeniem Parlamentu Europejskiego i Rady (UE) 2016/679 z dnia 27 kwietnia 2016 r. w sprawie ochrony osób fizycznych w związku z przetwarzaniem danych osobowych i w sprawie swobodnego przepływu takich danych oraz uchylenia dyrektywy 95/46/WE nazywane dalej RODO.

W celu przeprowadzenia prawidłowego procesu rekrutacji bardzo prosimy o zawarcie w CV klauzuli zgód: Link do klauzuli

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