Customer Experience Analyst

Creating Peace of Mind by Pioneering Safety and Security

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.

Customer Experience Analyst-Canton, MA (Hybrid)

(Candidate will be required to be in the office 3 days a week, but there is flexibility on what days those will be)

Job Summary:

The Customer Experience Analyst is a key representative of the brands: Kryptonite, AXA & Trelock, engaging directly with customers to uphold and enhance the brand's image and reputation. This role is crucial in implementing the Global Customer Experience strategy, ensuring that services are tailored to meet the needs of both domestic and international customers, thereby enhancing customer satisfaction and service consistency worldwide. The Analyst is responsible for managing customer interactions across multiple channels, including phone and the Zendesk platform, where they address inquiries, provide technical support, and resolve issues efficiently.

Additionally, the role involves active monitoring and engagement on social media platforms to respond to customer feedback and identify opportunities for brand promotion or crisis management. During peak seasons, the Analyst must effectively prioritize and manage tasks to maintain high service levels. Collaboration with the Customer Experience and Digital Transformation teams is essential to refine processes and boost operational productivity and efficiency. The ideal candidate will have strong communication skills, a proactive approach, and the ability to manage multiple priorities under pressure.

What You Will Do:

• Front Line Engagement: Serve as the primary face of the Kryptonite, AXA & Trelock brands through daily interactions with customers. This role requires a deep understanding of the brand's product catalog, services and values, ensuring that every interaction reflects positively on the brand's image and reputation.

• Support Global CX Strategy: Play a key role in the execution of the Global Customer Experience strategy. This includes adapting and delivering services that meet the diverse needs of both a domestic and international customer base, ensuring consistency, and enhancing customer satisfaction worldwide.

• Multi-channel Interaction: Handle customer inquiries via phone, social media and through the Zendesk platform. This involves answering questions about products, providing technical support, and ensuring customers feel heard and valued. Responsibilities include:

• Inquiry Resolution: Address both routine and complex customer queries with professionalism and patience.

• Engagement and Monitoring: Keep a close watch on social media platforms where the brand is active. This includes responding to customer feedback, questions, or complaints in real-time.

• Zendesk Ticket Management: Efficiently manage, prioritize, and resolve tickets in Zendesk, ensuring customer issues are handled promptly and effectively to maintain high service levels.

• Peak Season Management: Demonstrate the ability to be proactive, anticipate customer needs, and adeptly juggle competing priorities during peak seasons. This includes managing time effectively, prioritizing tasks based on urgency and impact, and maintaining high levels of service even under pressure.

• Works with CX and Digital Transformation Teams: Collaborate closely with the Customer Experience (CX) and Digital Transformation teams, as well as other functional areas, to continuously define and refine functional specifications. The goal is to enhance productivity and efficiency across operations. This involves understanding business needs, translating them into actionable requirements, and ensuring alignment with company goals.

Additional Competencies:

• Communication Skills: Exceptional verbal and written communication abilities to interact with customers from diverse backgrounds.

• Problem-Solving: Strong analytical skills to troubleshoot issues and provide viable solutions to customer problems.

• Technical Proficiency: Familiarity with customer service software (like Zendesk), CRM tools, and social media management platforms.

• Cultural Sensitivity: Ability to work in a global environment, respecting and understanding cultural nuances affecting custo