Cust Exp Specialist
Honeywell
Cust Exp Specialist
Job Description
Customer Experience Specialist
Location: Mexico City Santa Fe, Mexico (Hybrid)
About Honeywell
Honeywell is a Fortune 100 company that invents and manufactures technologies to address some of the world’s toughest challenges linked to human progress and sustainability. We are building a world that’s safer and more secure, more comfortable and energy efficient, more innovative and productive. For more than 130 years, we’ve solved the toughest customer challenges through a rare combination of deep mission understanding and proven technology innovation.
Job Overview
As a Customer Experience Specialist at Honeywell, you will play a pivotal role in delivering exceptional customer experiences, resolving complex issues, and providing actionable insights to enhance customer interactions. Reporting directly to the Senior Customer Experience Manager, you’ll work from our state-of-the-art Mexico City Santa Fe office on a hybrid schedule, blending collaborative in-office days with flexible remote work. Your efforts will drive customer satisfaction, loyalty, and long-term advocacy for Honeywell’s innovative solutions in aerospace, building technologies, performance materials, and safety & productivity.
Key Responsibilities
- Act as the primary point of contact for customer inquiries, troubleshooting issues across digital platforms, products, and services to ensure swift resolution and high satisfaction scores.
- Analyze customer feedback data using tools like Salesforce and Tableau to identify trends, pain points, and opportunities for process improvements.
- Collaborate with cross-functional teams including sales, product development, and engineering to implement customer-centric enhancements.
- Develop and execute personalized engagement strategies to nurture customer relationships and increase retention rates.
- Monitor key performance metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and resolution times, reporting insights to senior leadership.
- Conduct root cause analysis on escalated issues and recommend preventive measures to minimize future occurrences.
- Support the creation of self-service resources, including knowledge base articles and FAQs, to empower customers.
What Makes This Role Exciting
Join a dynamic team at the forefront of customer innovation in a global Fortune 100 leader. You’ll have the opportunity to influence Honeywell’s customer strategies, work with cutting-edge technologies, and contribute to meaningful advancements in industries shaping the future. Enjoy hybrid flexibility, robust career development programs, and the chance to collaborate with diverse, high-performing teams across the world. If you’re passionate about turning customer voices into business success, this role offers unparalleled growth and impact.
Summary
As a Customer Experience Specialist here at Honeywell, you will ensure exceptional customer experiences, resolve issues, and provide insights to improve interactions, enhancing satisfaction and loyalty.You will report directly to our Sr Cust Exp Manager and you’ll work out of our Mexico City Santa Fe location on a Hybrid work schedule.
Locations
- Av. Santa Fe No 94, Torre "A" piso 1, , CMX, CDMX, MX 01210
Salary
60,000 - 120,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Proficiency in CRM platforms (Salesforce, Zendesk)intermediate
- Data analysis and visualization (Tableau, Excel, Google Analytics)intermediate
- Strong problem-solving and issue resolution abilitiesintermediate
- Excellent communication and interpersonal skillsintermediate
- Customer empathy and relationship-building expertiseintermediate
- Multilingual capabilities (English/Spanish required, Portuguese a plus)intermediate
- Project management and process improvement skillsintermediate
- Familiarity with CX metrics (NPS, CSAT, CES)intermediate
- Adaptability in a fast-paced, hybrid work environmentintermediate
- Technical aptitude for troubleshooting software/hardware issuesintermediate
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field (experience)
- 3-5 years of experience in customer service, customer experience, or account management roles (experience)
- Proven track record in a customer-facing role within a multinational corporate environment (experience)
- Experience with CRM systems such as Salesforce or Zendesk (experience)
- Fluency in English and Spanish (written and verbal) (experience)
- Ability to work in a hybrid model with occasional travel (experience)
Preferred Qualifications
- Master's degree in Business or Customer Experience Management (experience)
- Certification in Customer Experience (e.g., CCXP from CXPA) or Six Sigma Green Belt (experience)
- Experience in the manufacturing, aerospace, or technology sectors (experience)
Responsibilities
- Serve as the frontline resolver for customer inquiries via phone, email, chat, and digital portals, achieving first-contact resolution rates above 85%
- Leverage analytics tools to dissect customer interaction data, generating monthly reports with insights to optimize experience journeys
- Partner with product and engineering teams to relay customer feedback, driving iterative improvements to Honeywell products and services
- Design and rollout targeted loyalty programs and proactive outreach campaigns to boost customer retention and upsell opportunities
- Facilitate escalated issue resolution by coordinating with global support teams and ensuring compliance with SLAs
- Develop training materials and conduct workshops for internal teams on best practices in customer empathy and service excellence
- Track and report on CX KPIs, contributing to quarterly business reviews with actionable recommendations
Benefits
- general: Competitive base salary and performance-based incentives
- general: Comprehensive health, dental, and vision insurance
- general: Retirement savings plan with company matching
- general: Professional development programs and tuition reimbursement
- general: Flexible hybrid work schedule with wellness initiatives
- general: Paid time off, parental leave, and employee assistance programs
Tags & Categories
Cust Exp Specialist
Honeywell
Cust Exp Specialist
Job Description
Customer Experience Specialist
Location: Mexico City Santa Fe, Mexico (Hybrid)
About Honeywell
Honeywell is a Fortune 100 company that invents and manufactures technologies to address some of the world’s toughest challenges linked to human progress and sustainability. We are building a world that’s safer and more secure, more comfortable and energy efficient, more innovative and productive. For more than 130 years, we’ve solved the toughest customer challenges through a rare combination of deep mission understanding and proven technology innovation.
Job Overview
As a Customer Experience Specialist at Honeywell, you will play a pivotal role in delivering exceptional customer experiences, resolving complex issues, and providing actionable insights to enhance customer interactions. Reporting directly to the Senior Customer Experience Manager, you’ll work from our state-of-the-art Mexico City Santa Fe office on a hybrid schedule, blending collaborative in-office days with flexible remote work. Your efforts will drive customer satisfaction, loyalty, and long-term advocacy for Honeywell’s innovative solutions in aerospace, building technologies, performance materials, and safety & productivity.
Key Responsibilities
- Act as the primary point of contact for customer inquiries, troubleshooting issues across digital platforms, products, and services to ensure swift resolution and high satisfaction scores.
- Analyze customer feedback data using tools like Salesforce and Tableau to identify trends, pain points, and opportunities for process improvements.
- Collaborate with cross-functional teams including sales, product development, and engineering to implement customer-centric enhancements.
- Develop and execute personalized engagement strategies to nurture customer relationships and increase retention rates.
- Monitor key performance metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and resolution times, reporting insights to senior leadership.
- Conduct root cause analysis on escalated issues and recommend preventive measures to minimize future occurrences.
- Support the creation of self-service resources, including knowledge base articles and FAQs, to empower customers.
What Makes This Role Exciting
Join a dynamic team at the forefront of customer innovation in a global Fortune 100 leader. You’ll have the opportunity to influence Honeywell’s customer strategies, work with cutting-edge technologies, and contribute to meaningful advancements in industries shaping the future. Enjoy hybrid flexibility, robust career development programs, and the chance to collaborate with diverse, high-performing teams across the world. If you’re passionate about turning customer voices into business success, this role offers unparalleled growth and impact.
Summary
As a Customer Experience Specialist here at Honeywell, you will ensure exceptional customer experiences, resolve issues, and provide insights to improve interactions, enhancing satisfaction and loyalty.You will report directly to our Sr Cust Exp Manager and you’ll work out of our Mexico City Santa Fe location on a Hybrid work schedule.
Locations
- Av. Santa Fe No 94, Torre "A" piso 1, , CMX, CDMX, MX 01210
Salary
60,000 - 120,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Proficiency in CRM platforms (Salesforce, Zendesk)intermediate
- Data analysis and visualization (Tableau, Excel, Google Analytics)intermediate
- Strong problem-solving and issue resolution abilitiesintermediate
- Excellent communication and interpersonal skillsintermediate
- Customer empathy and relationship-building expertiseintermediate
- Multilingual capabilities (English/Spanish required, Portuguese a plus)intermediate
- Project management and process improvement skillsintermediate
- Familiarity with CX metrics (NPS, CSAT, CES)intermediate
- Adaptability in a fast-paced, hybrid work environmentintermediate
- Technical aptitude for troubleshooting software/hardware issuesintermediate
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field (experience)
- 3-5 years of experience in customer service, customer experience, or account management roles (experience)
- Proven track record in a customer-facing role within a multinational corporate environment (experience)
- Experience with CRM systems such as Salesforce or Zendesk (experience)
- Fluency in English and Spanish (written and verbal) (experience)
- Ability to work in a hybrid model with occasional travel (experience)
Preferred Qualifications
- Master's degree in Business or Customer Experience Management (experience)
- Certification in Customer Experience (e.g., CCXP from CXPA) or Six Sigma Green Belt (experience)
- Experience in the manufacturing, aerospace, or technology sectors (experience)
Responsibilities
- Serve as the frontline resolver for customer inquiries via phone, email, chat, and digital portals, achieving first-contact resolution rates above 85%
- Leverage analytics tools to dissect customer interaction data, generating monthly reports with insights to optimize experience journeys
- Partner with product and engineering teams to relay customer feedback, driving iterative improvements to Honeywell products and services
- Design and rollout targeted loyalty programs and proactive outreach campaigns to boost customer retention and upsell opportunities
- Facilitate escalated issue resolution by coordinating with global support teams and ensuring compliance with SLAs
- Develop training materials and conduct workshops for internal teams on best practices in customer empathy and service excellence
- Track and report on CX KPIs, contributing to quarterly business reviews with actionable recommendations
Benefits
- general: Competitive base salary and performance-based incentives
- general: Comprehensive health, dental, and vision insurance
- general: Retirement savings plan with company matching
- general: Professional development programs and tuition reimbursement
- general: Flexible hybrid work schedule with wellness initiatives
- general: Paid time off, parental leave, and employee assistance programs
Tags & Categories