Customer Experience Specialist

The Customer Experience Specialist at Cytiva is responsible for providing exceptional customer service by managing service requests and ensuring timely dispatch of repairs and maintenance work orders. This role requires effective communication with various teams, including regional managers, field engineers, and sales staff, to create a seamless service experience.

To qualify for the Customer Experience Specialist position at Cytiva, candidates should have a High School Diploma or GED and at least one year of experience in a customer service or call center environment. Proficiency in Microsoft Office applications is also important, and familiarity with Salesforce or Service Board is considered a plus.

Cytiva promotes a culture of belonging and collaboration, where every individual's viewpoint is valued. The company emphasizes continuous improvement through the Danaher Business System, enabling Customer Experience Specialists to contribute to meaningful challenges and develop their skills in a supportive atmosphere.

Cytiva provides extensive training and development opportunities for Customer Experience Specialists. New hires will learn about the company's operations, customer service protocols, and the tools needed to succeed in their role, including any software or systems necessary for efficient service delivery.

Cytiva offers a competitive benefits package to its Customer Experience Specialists, including medical, dental, and vision insurance, paid time off, and 401(k) plans. The company is also committed to supporting work-life balance and overall well-being, reinforcing the value they place on employees.

When answering this question, focus on specific roles you've held in customer service. Highlight your responsibilities and achievements, such as resolving customer issues, adopting a customer-first mindset, and any metrics you improved during your tenure.

Demonstrate your approach to dealing with difficult customers by sharing a specific example. Discuss the situation, your empathetic approach, active listening skills, and how you found a resolution that satisfied the customer and aligned with company policies.

If you’ve worked with customer relationship management (CRM) systems like Salesforce, mention your experience. Discuss how you utilized these tools to enhance customer interactions and track service requests effectively.

Explain your steps towards effective communication — from acknowledging the urgency to actively listening and clarifying the issue, to reassuring the customer that you're working on a solution. Emphasize the importance of follow-up to keep the customer informed.

Answer by touching on essential elements such as empathy, active listening, problem resolution, and continuous improvement. Share examples of how you’ve applied these in real situations to enhance customer satisfaction.

Provide a compelling story that illustrates your dedication to customer service. Highlight the customer's challenge, the steps you took to exceed their expectations, and the positive outcome that resulted from your efforts.

Discuss your organizational skills and any methods you use to prioritize tasks, such as assessing the urgency of requests and using tools or checklists to manage workflow efficiently. Examples from previous experiences can strengthen your answer.

Convey an approach where you prioritize the customer's experience by acknowledging the uncertainty, assuring them you will find an answer, and then reaching out to colleagues or resources as needed. This shows collaboration and a customer-first attitude.

Describe the situation and the system or process in question. Emphasize your ability to adapt, the steps you took to learn quickly, and how you successfully applied your new knowledge to benefit customer interactions.

Share your passion for supporting the life sciences and biotechnology fields. Highlight the aspects of Cytiva’s culture, commitment to innovation, and the opportunity for personal growth that excite you about the role.