Senior Customer Experience Specialist

Role Overview

• Manage the full lifecycle of customer service activities, including repairs, spare parts orders, and service requests, ensuring accuracy and timely execution.
• Handle customer interactions across multiple channels (phone, email, service portals), maintaining professional communication and thorough case documentation.
• Process and issue Return Material Authorizations (RMAs) in line with company policies, ensuring correct handling of warranty and non-warranty cases.
• Monitor and coordinate orders, service requests, and notifications through to completion, ensuring compliance with service level agreements (SLAs) and KPIs.
• Collaborate closely with internal stakeholders (depots, sales teams, service management) and escalate complex issues when required.
• Contribute to continuous improvement initiatives, ensuring adherence to processes and supporting overall team performance goals.

Requirements

• Bachelor’s degree (required)
• 1–3 years of experience in customer service or a similar role
• Experience with SAP, CRM tools, or similar systems is highly desirable
• Strong proficiency in the Microsoft Office Suite
• Fluency in English (written and spoken)
• Excellent communication and interpersonal skills, with the ability to engage effectively with diverse, global customers
• A customer-focused, proactive, and solution-oriented mindset
• Highly organized with strong attention to detail and a structured, process-driven approach

Benefits

• Competitive Salary regularly increased based on your performance;
• Market-leading Sales performance incentive rewarding your individual achievements;
• Enjoy 25 vacation days per year, plus extra days off for life's special events we provide meal vouchers;
• Flexible benefits basket with monthly budget allocated (top up medical insurance, life insurance, pension, vacation/ cultural/ fuel vouchers);
• Medical Insurance Plan paid by the company;
• Christmas and Easter bonuses;
• Recognition & referral bonus programs;
• Comprehensive induction, ongoing training and development to set you up for success;
• In-house and external learning platforms (Udemy) to continue to expand your skills;
• Work experience opportunities to help you grow your career with us;
• Global employee networks to help you connect and grow;
• Employee Assistance Program
• Free and confidential service to help with any difficulties regarding work, life and personal or family matters;
• In case of unfortunate events, we support you by offering you free days and financial support (handled on a case by case basis) or Family financial aids;
• Access Integrity line
• Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment;
• Your family is growing while working at Honeywell? We congratulate you by offering special bonuses;
• Frequent Employee Engagement activities fostering an inclusive and diverse work environment;
• 3 + 2 hybrid work arrangement to support your work-life balance;
• Flexible working hours;
• Fresh fruit days in the office.