Role
logitech is the sweet spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.
About cx
the cx team at logitech supports the evolving engagement model with customers as we transform to a multi-category, multi-brand company. We put customers first. With the customer’s experience in mind, we strive to exceed expectations and accelerate continuous improvement leveraging a lean approach. We are looking for someone with the passion and energy to be the advocate for our customers and drive change to ensure we exceed our customers’ needs and expectations.
The team and role
you will be part of the delivery and operations cx pillar. We are responsible for ensuring amazing post sales customer support journeys and advocating for customers by providing field insights to logitech product groups.
The cx customer advocacy & escalation specialist will oversee and resolve our most sensitive customer interactions—ranging from corporate escalations to specialized inquiries nobody else can handle. You’ll indirectly oversee teams to ensure success and handle sensitive requests, such as legal and safety requests, and internal issues. Every day, you’ll find opportunities to improve our processes, reduce escalations, and maintain the quality and hygiene of our most critical customer touchpoints.
Your contribution
be yourself. Be open. Stay hungry and humble. Collaborate. Challenge. Decide and just do.
Share our passion for equality and the environment.
These are the behaviors and values you’ll need for success at logitech.
Responsibilities
our customer voice and brazil escalations
manage and oversee the quality and hygiene of first level escalations.
Find ways to improve escalations, either by reducing the volume or making them more efficient.
Share updates with stakeholders.
Internal corporate escalations
handle