GBS Contact Center Analyst (Saturday and Sunday Only)

Avance en su carrera en Ball, líder mundial en la fabricación de envases de aluminio sostenibles. ¡Logre cosas extraordinarias cuando se una a nuestro equipo y marque la diferencia en su desarrollo profesional, la comunidad y en todo el mundo!

¡Ball está encantada de recibir el premio de Newsweek de Top 100 Global Most Loved Workplace 2023! Como líder en productos sostenibles, contamos con más de 21.000 miembros en un equipo global. Desde latas y vasos de aluminio infinitamente reciclables hasta botellas de aerosol, nuestro propósito es contribuir a una comunidad, una sociedad y un mundo mejores.

Primary Purpose of Position:

The GBS Contact Center Analyst role is critical to the delivery of timely and quality services and products to Ball customers. The Contact Center Analyst will be the first line of contact to internal Ball stakeholders and Ball external customers during NCA and EMEA “after hours” windows – evenings, holidays and weekends for the local area, fielding queries regarding order issues, logistics status and other operational escalations. The Contact Center Analyst will be required to only provide a high standard of customer service but will also need to resolve complex operational issues in a fast-paced environment.

Essential Functions:

1. Serves customers by providing product and service information and resolving product and service problems.
2. Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
3. Collaborate with other functional and technical teams on business needs and information as required as part of issue resolution.
4. Maintains a positive, empathetic, and professional attitude toward internal and external contacts at all times.
5. Responds promptly to customer inquiries (internal and external).
6. Communicates with customers through various channels.
7. Acknowledges and resolves customer complaints.
8. Processes orders, forms, applications, and requests.
9. Keeps records of customer interactions, transactions, comments, and complaints.
10. Communicates and coordinates with colleagues as necessary.
11. Provides feedback on the efficiency of the customer service process.
12. Ensure customer satisfaction and provide professional customer support.

Position Requirements:

Knowledge/Skills/Abilities:

• Bachelor’s degree required
• Job related experience for 3 years minimum
• Proven ability to work with cross functional teams in a matrixed organization.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Experience working with customer support.
• Strong attention to detail and high quality of work output
• Ability to effectively prioritize and execute tasks while under pressure
• Must be able to handle sensitive related and proprietary information in a confidential manner
• Must follow company policies, procedures, practices, and standards of conduct as outlined in the Ball Corporation manuals
• Must maintain professional competence, ethical integrity, knowledge, and skills

Demonstrated Analyst Abilities Common to All:

Business Insight: Has an in depth understanding of the organization’s goals and objectives

Customer Focus:  Builds strong relationships to deliver customer centric solutions

Collaborates: Facilitates open dialog and works collaboratively across the organization

Cultivate Innovation: Pays attention to business needs and comes up with new ideas, improvements that bring value

Manage Complexity: Asks questions, analyzes complex problems, finds creative solutions 

Ball Corporation es un empleador que ofrece igualdad de oportunidades. Alentamos activamente las solicitudes de todos, independientemente de su género, edad, etnia, religión, habilidad u orientación.

Cuando te unes a Ball, perteneces a un equipo de más de 21 000 miembros en todo el mundo. Nuestros productos van desde latas de aluminio infinitamente reciclables, vasos hasta botellas de aerosol que permiten a nuestros clientes contribuir a un mundo mejor.

Cada uno de nosotros tiene un profundo compromiso con la diversidad y la inclusión, que es la base de nuestra cultura de pertenencia.

Todos en Ball están marcando la diferencia al hacer lo que amamos. Porque lo que creamos puede cambiar, pero lo que siempre haremos es la diferencia.

Tenga en cuenta que el título del trabajo anunciado puede variar del título del trabajo en el contrato debido a la estructura local del título del trabajo y los sistemas globales de recursos humanos.
 

No agencias por favor.