Customer Service Agent

About this Position Deliver an amazing Customer Service Experience (CSX) by being fully accountable for the end-to-end customer journey, collecting feedback to drive continuous improvement. Be the single point of contact for current and new Henkel customers while interacting and collaborating internally with relevant departments to meet customer expectations and needs. What you´ll do Accountable for customer facing activities/customer experience, acting as SPOC for customer, adopting customer centric mindset Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound). Contribute to the understanding of customer segments, needs and expectations by providing feedback on customer interactions Build customer relationship by supporting enquiries; Collect feedback identify opportunities to drive CSAT, including regular visits Enter relevant data in the CRM system to create call plan ensure quality data for business development activities, schedule follow-ups. Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction. Collaborate closely with internal partners (CSX, CoE, GBS+, SC), judging and aligning priorities to meet customer needs vs. SC capabilities Support the implementation of organizational changes, processes, projects, pilots and regional best practices. Contribute to reviewing operations in own area of work generate ideas to assist in identifying continuous improvement for operation efficiencies CX. Prioritize own workflow, ensure work is completed with productivity, quality timeliness; use KPI's and reports to monitor own performance Utilize customer service systems and tools (SAP Service Cloud), driving efficiencies and providing feedback to contribute to improvement Plan own activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies improve customer satisfaction