Purpose & Overall Relevance for the Organization:
The team delivers all activities in timely manner and with the required quality. The team supports projects, including process standardisation, tools implementation and other ad hoc projects.
Key Responsibilities:
- Invoice management activities such us billing transmition, billing error resolution and monitoring billing due list
- Claims management activities such us logistic claims and defect / used product
- Support communicating with customers via all relevant communication channels (e-mail, tickets, phone), providing information related to claims and billing
- Manage customer relationship, which includes problem resolution and root cause analysis
- Manage the relationships within customer service and sales as well as other stakeholders in the business
- Identify the improvement opportunities and support their implementation
- Support ongoing projects for the implementation of technology solutions
Key Relationships:
- Credit Management
- Other Customer Service teams
- Sales
- Market FinanceKnowledge, Skills and Abilities:
- Strong customer service orientation
- High level of empathy and emotional intelligence
- Experience with SAP
- Experience with Salesforce.com
- Experience in a Shared Service environment or similar
- Ability to read, write and communicate in English in a business setting
- Ability to pay close attention to detail and high degree of customer orientation
- Good Problem solving and analytical skills
- Self-motivated and self-directed individual
- Availability to travel for periods of 3 to 4 weeks
Requisite Education and Experience / Minimum Qualifications:
- University degree
- 1-2 year’s working experience in providing customer support in the field of customer service, sales, or logistics
- High level of customer orientation and communication skills