Technical Support & Vendor Governance (Customer Support Specialist)

Job description

Req ID 86826 | Warsaw, Poland, ZF Automotive Systems Poland Sp. z o.o. Job Description: The Technical Support & Vendor Governance (Customer Support Specialist) is in charge for optimizing the customer support function, ensuring high levels of customer satisfaction, team performance, and operational excellence. This role supports and collaborates with external support agents and the team leader to foster a strong collaboration, oversees daily operations, resolves escalated issues, drives improvements in service delivery and helps creating synergies between offshore team and local sales reps. Your tasks as Technical Support & Vendor Governance (Customer Support Specialist): •Manage relationships with external service providers, addressing inquiries and resolving issues promptly. •Monitor and improve key customer experience metrics (e.g., CSAT, NPS), proactively identifying and resolving pain points. •Train and coach support team members, promoting a customer-first mindset and service excellence. •Continuously optimize support tools and systems to enhance operational efficiency and service quality. •Oversee multi-channel support operations (email, chat, phone), ensuring timely respons...