Introduction
Your Global Job Profile has been selected by your responsible management and outlines the purpose and high-level responsibilities of your role in the organization; it is used as a reference and may not detail additional and/or specific activities you may perform.
Global Job Profiles are assigned to have at least a 60% match to your local responsibilities; therefore, It is also normal or expected that the title of your Global Job Profile has a different name from your business title. With Global Job Profiles we are building transparency in how we classify all the jobs we have throughout our company and will be the basis for your career development.
Global Job Profile
Contact Center Customer Service: Technical provides post-sale technical customer service to business or end-consumer customers via phone, online chat, or text including:
• Responding to advanced to complex technical inquiries (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications & information on compatibility with other products, etc.)
• Providing responses to customer inquiries based on educated knowledge and experience
• Advice on alternative products or services (e.g., warranties) as part of customer issue resolution
This position is not compensated based on achievement of sales targets. Work Environment: Typically located in a call center environment
Behavioural expectations linked to our values:
Next to the global reference profile, the following behavioural expectations are linked to our company values. Please take these into account when setting your performance and developmental goals for the year:
• One Team: Prioritise team over individual interests, treat everyone equally and with respect, share information openly, instill trust; are honest and straight forward and behave with integrity and follow through on commitments.
• Customer Focus: Take the interest of the (internal) customer at heart, care for and listen to our customer, anticipate future needs, and develops new products and offerings through customer insights
• Sustainable Future: Be resourceful to minimise waste; share ideas to improve current ways of working, processes and/or solutions, develop lean ways of working, be open to new ways of working, tools and techniques and hold self and others accountable for conserving resources.
At BDR Thermea Group, we believe that diversity, equity, and inclusion (DE&I) are critical to our success. We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work. Please check out our DE&I policy on our website to find out more.
