Senior Customer Experience Resolution Specialist

hace 4 días


San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Utilizing the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.

Our team is seeking a Senior Customer Experience Resolution Specialist - Global Accounts to join our collections team, which leads and handles escalations resulting from account management, customer experience, SLA and KPIs. This role brings strategy, structure, executive attention, and additional internal resources to customer challenges that would otherwise result in a high level of customer dissatisfaction.

The ideal candidate will be responsible for managing and driving to resolution high-profile customer critical issues, analyzing escalation trends, and reporting back to leadership on the drivers of customer dissatisfaction. Key responsibilities include:

  • Developing a success-driven plan to drive and monitor complex escalations from initiation through resolution.
  • Reporting and escalating efforts to resolve complex customer experience problems.
  • Supporting the response and coordination between both the customer and internally to key stakeholders and senior leadership.
  • Providing process improvement recommendations for improving customer experience.
  • Supporting lessons learned and conducting Post Escalation Review process.

We offer an estimated salary range of $85,000 - $110,000 per year, commensurate with experience. The successful candidate will have a strong background in accounting or a related field, as well as excellent computer skills, including MS Office (Excel) and Adobe Reader, banking portals, and other ERP systems. A minimum of 4-5 years of experience in an accounts receivable role, preferably in a business service center, is required. Additionally, the candidate should possess negotiation, mediation, and conflict management skills, as well as strong data analytics and report management skills.



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