Honeywell is looking for a Customer Experience Specialist to join our team in Bucharest, Romania. This role is ideal for customer-focused professionals who enjoy problem-solving, coordinating field operations, and working in a dynamic international environment. Reporting to the Customer Experience Supervisor, your main responsibility will be to act as the first point of contact for customers and field service professionals, serving as a liaison between them and other departments.

As a Customer Experience Specialist, you will manage Level 1 (L1) customer support activities, handling internal and external customer inquiries using established documentation and knowledge bases. You will collaborate closely with Level 2 Technical Support teams and Field Service Technicians to investigate issues, drive resolutions, and ensure an excellent customer experience.

This is a hybrid role (3+2), Monday to Friday, with rotational shifts:

• 14:00 – 22:30
• 15:00 – 23:30

Key responsabilities: 

• Handle inbound calls and email communications from internal and external customers, ensuring timely and professional support.
• Create, validate, and manage Cases, Work Orders, and Service Appointments in Salesforce, including contract and entitlement verification.
• Coordinate the dispatching, scheduling, and rescheduling of Service Appointments for Field Service Professionals.
• Monitor Field Service operations by tracking appointment acceptances, overlaps, rejections, and technician-generated cases to ensure service efficiency.
• Oversee Work Order lifecycle management and monitor Customer Portal cases to ensure prompt follow-up and resolution.
• Develop, maintain, and update Standard Operating Procedures (SOPs) to support operational consistency and compliance.
• Support local and global initiatives, generate customer and administrative reports, and drive follow-up actions to meet business objectives.

Key skills and Qualifications:

• College graduate; Bachelor's degree preferred.
• Minimum 1 year of experience in Customer Support or a similar customer-facing role.
• Advanced English and French proficiency (written and spoken)

• Salesforce knowledge is an advantage but not required.
• Strong attention to detail and organizational skills.
• Excellent communication and interpersonal abilities.
• Ability to work effectively in a fast-paced, multitasking environment.
• Strong teamwork and collaboration skills.
• Good reporting and analytical capabilities.
• Customer-focused mindset with a proactive approach to problem-solving.