Customer Support Regional Specialist
- Pato Branco
- Hybrid
Speria is seeking a talented and dedicated Customer Support Regional Specialist to join our dynamic team in Brazil. The Customer Support Regional Specialist is responsible for delivering exceptional customer service to clients within a designated region. This role involves responding to customer inquiries, resolving issues, and working closely with other departments and HQ to ensure customer satisfaction. The Specialist will also analyze regional customer service trends, provide insights for improvement, and help implement strategies to enhance the customer experience.
Speria is operating globally, this position requires business travel approx 60 % and fluency in English.
Key Responsibilities:
- Customer Interaction:
- Handle dealers and customer inquiries via Zendesk CRM as the main tool and if needed via phone, email, and chat promptly and professionally.
- Resolve product or service issues by clarifying the customer’s complaint, determining the cause of the problem, and providing the best solution.
- Follow up with customers to ensure issues are resolved and they are satisfied with the resolution.
- Escalate unresolved issues to higher management or HQ department as needed.
- Regional Focus:
- Understand the unique needs and challenges of customers in the assigned region.
- Adapt customer support strategies and communication styles to align with regional cultural and linguistic differences.
- Monitor and report on regional customer service metrics and trends.
- Collaboration:
- Work closely with regional sales, marketing, and technical teams to ensure a cohesive approach to customer service.
- Collaborate with the global customer support team to share best practices and align on company-wide customer support standards.
- Participate in cross-functional meetings to discuss dealers & customer feedback and improvement strategies.
- Documentation and Reporting:
- Maintain accurate records of customer interactions and issue resolutions in the company’s CRM system.
- Generate regular reports on regional customer service activities, highlighting key performance indicators (KPIs), challenges, and successes.
- Provide feedback to management on potential improvements to products, services, or customer support processes.
- Continuous Improvement:
- Stay up-to-date with product knowledge, company policies, and industry trends to provide informed support.
- Identify opportunities to improve customer support processes and contribute to the development of new strategies and tools.
- Participate in ongoing training and development programs to enhance customer service skills and regional expertise
Startdate: ASAP.
Compensation: Negotiable.
Skills & Requirements
Qualifications:
- Bachelor’s degree in electricity, Electronics, computer science or other related field, or equivalent experience.
- 3+ years of experience in customer support, preferably in a regional role.
- Excellent communication skills, both written and verbal.
- Fluency in English is mandatory
- Strong problem-solving abilities and attention to detail.
- Familiarity with CRM software and customer service tools.
- Ability to work independently and as part of a team.
- Cultural sensitivity and experience working with diverse customer bases.
- Proficiency in additional languages relevant to the region is a plus.
Preferred Skills:
- Experience in the farming industry, poultry/Swine is a big advantage.
- Knowledge of regional market trends and customer behavior.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Working Conditions:
- This position requires work travels to visit customers, approximately 60%.
- Flexible working hours may be necessary to accommodate different time zones.
About the company
Speria is a commercial brand for the integrated offering within Munters FoodTech business, bringing together technologies, software and services into one connected offering.
Speria delivers operational intelligence solutions for food systems, helping producers and integrators improve efficiency, build predictability and enable greater productivity. This means improving feed conversion, reducing waste and emissions, and supporting animal health and welfare.
As a technology and services partner for food supply chain management, Speria supports mission-critical operations and decisions end-to-end.
Claudia Groth | Contact Person
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