Harman

Introduction: A Career at HARMAN Lifestyle

We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. As a member of HARMAN Lifestyle, you connect consumers with the power of superior sound.

• Contribute your talents to high-end, esteemed brands like JBL, Mark Levinson and Revel
• Unite your passion for audio innovation with high-tech product development
• Create pitch-perfect, cutting-edge technology that elevates the listening experience

About the Role

This role will support the division’s success by ensuring that consumers and service partners are highly satisfied with their service experiences. The role directly oversees all operational aspects of our contact-handling infrastructure including self-service resources, our outsourced Contact Center and a team of internal Product Specialists and an Ecom Specialist. This leader also works to improve customer satisfaction and cost-effective delivery.

What You Will Do

• Oversee and ensure successful execution of daily customer service practices including Level 1+2 Contact Center and escalations to Level 3.
• Monitor contact statistics and meet KPIs/SLAs.
• Forecast contact volumes; work with Contact Center partner to plan and staff accordingly.
• Monitor all customer service processes, including Salesforce case processing, product returns, replacements, warranty, troubleshooting, Ecom support, etc. Identify and improve ineffective or inefficient elements.
• Work with the team of Product Specialists and Contact Center Training leaders to develop, re-develop, and continually improve all Contact Center agent and leader training programs.
• Define and plan programs for Contact Center agents to cross-sell and up-sell. Work with the Ecomm & CS Sr Lead Work with Contact Center leaders to create training programs to support these programs.
• Provide targets, work direction, oversight, mentoring, and guidance to Product Specialists in order to continually grow and improve their effectiveness and capabilities.
• Oversee continued development of consumer self-help resources and other media that empower consumers to find their solutions swiftly and in a cost-effective manner.
• Work with the CS Sr Lead and external teams to plan and execute special projects that increase the productivity and/or the quality of customer support.
• Provide monthly reports with executive summary of highlights and trends/measures of process KPI’s and fiscal year targets. Measure and report KPI trend status with required SMART goals to drive cost and quality improvements. 

What You Need to Be Successful

• Bachelor at Business, Marketing, Communications or Engineering
• At least 2 years of experience in support/analyst role.
• Customer Service Background is a plus
• Proficient at using Excel.
• Good verbal and written communication.
• Proficient in English (written and spoken)

Bonus Points if You Have

• Proficient with Microsoft Office, especially with data import, analysis and graphing in Excel.
• Able to identify trends and issues from data and implement effective measures to drive improvement.
• Effective problem-solving abilities with strong data-driven and effective analytical skills.

What Makes You Eligible

• Willingness to travel 10% of the time.
• Willingness to work in an office in Mexico City in Hybrid scheme.

What We Offer

• Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location
• Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.)
• Extensive training opportunities through our own HARMAN University
• Competitive wellness benefits
• Tuition reimbursement
• “Be Brilliant” employee recognition and rewards program
• An inclusive and diverse work environment that fosters and encourages professional and personal development

You Belong Here

HARMAN is committed to making every employee feel welcomed, valued, and empowered. No matter what role you play, we encourage you to share your ideas, voice your distinct perspective, and bring your whole self with you – all within a support-minded culture that celebrates what makes each of us unique. We also recognize that learning is a lifelong pursuit and want you to flourish. We proudly offer added opportunities for training, development, and continuing education, further empowering you to live the career you want.

About HARMAN: Where Innovation Unleashes Next-Level Technology

Ever since the 1920s, we’ve been amplifying the sense of sound. Today, that legacy endures, with integrated technology platforms that make the world smarter, safer, and more connected.

Across automotive, lifestyle, and digital transformation solutions, we create innovative technologies that turn ordinary moments into extraordinary experiences. Our renowned automotive and lifestyle solutions can be found everywhere, from the music we play in our cars and homes to venues that feature today’s most sought-after performers, while our digital transformation solutions serve humanity by addressing the world’s ever-evolving needs and demands. Marketing our award-winning portfolio under 16 iconic brands, such as JBL, Mark Levinson, and Revel, we set ourselves apart by exceeding the highest engineering and design standards for our customers, our partners and each other.

If you’re ready to innovate and do work that makes a lasting impact, join our talent community today!

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HARMAN is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or Protected Veterans status. HARMAN offers a great work environment, challenging career opportunities, professional training, and competitive compensation. (www.harman.com)

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