Remote Work: No
Overview:
At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customers and partners needs and solve their challenges.
Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.
You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about locally and globally. Weve only begun reimaging the future for our people, our customers, and the world.
Lets create tomorrow together.
Oversees the front line staff engaged in resolving problems with customers via telephone, email or chat
sessions using full product knowledge and interpersonal skills. Supports the effective operation of the
Customer Support Team.
Responsibilities:
Manages the day-to-day activites of a team with the responsibility of ensuring timely processing of RMAs and Service Requests to ensure we meet contractual obligations to customers and Partners.
Drive results and supporting the development of staff and processes.
Handles and resolves critical escalations from all points of contact, including customer, partner and internal parts of the organization.
Ensures resources maintain compliant with quality process and standards and reports analytics and identifies key needs within the structure of the team to maintain the support provided.
Manages and champions trainings to improve knowledge of the support team; ensures agents are properly trained and able to provide accurate and responsive solutions.
Acts as an escalation point to analyze and interpret customer concerns. Estimates timeframes for complex projects and oversee the completion of assignments within specified time, quality, and cost parameters.
Identifies process improvement and verification activities; develops and applies quality improvement techniques. Ensures resources maintain compliance with quality process and standards.
Demonstrates strong customer service, communication and problem solving skills
Qualifications:
Preferred Education
Bachelors Degree (or equivalent vocational qualification/experience)
Preferred Work Experience (years)
5-8 years experience
Key Skills and Competencies
Fluent level of English (written and verbal) as well as local language as applicable
Intermediate level skills in Microsoft business applications including Word, Excel and Outlook
Customer service values / orientation
Advanced knowledge of the region and / product lines supported
Strong leadership skills coupled with a desire and ability for continuous learning / self-development
Role model level professional work behaviors (attendance, teamwork, time management)
Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
Intermediate presentation skills
Position Specific Information
Travel Requirements: <20%
FLSA (U.S. only): Exempt
Physical requirements and working conditions will vary by position and should be described as
appropriate.
To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.
