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Job Description
• Contributes to assigned learning events using prescribed methods to acquire understanding of the Company business (services, roles & responsibilities of other functions, systems, processes, products etc.) and Customer Experience strategy, together with the Customer’s business requirements.
• Organizes assigned types of transactions/new work requests received via agreed channels using appropriate methods and tools to organize & document the learning materials & information provided.
• Performs realistic assessments of progress and escalates potential issues to maintain required progress to consistently meet Customer expectations/Company standards.
• Contribute to the achievement of individual, team and service level goals by performing all activities in accordance with defined standards for performance and conduct.
• Work on more complex requirement with guidance and/or supervision by providing information and standard solutions to meet Customer requirements.
• Respond to less complex types of written Customer queries with an appropriate level of guidance from the managers.
• Develops effective Team alignments including roles and responsibilities of the other functional groups, key contacts, and the role they can play in problem evaluation or implementation of special requirements.
• Works with relevant contacts to progress requirements and builds professional working relationships within the Customer Experience center/structure that support cooperation, teamwork and goal achievement.
• Perform less complex elements of the problem resolution process by adhering to defined standards and procedures.
• Actively supports the introduction of revised processes, procedures and tools.
• Identifies opportunities by initiating defined actions to optimize realization of each opportunity to improve Customer loyalty or close additional business.
• Performs any other related duties, including providing contingency cover, when requested by management.
Skills
• Knowledge of the “7 Steps of Customer Handling” by TMC
• Usable knowledge of Microsoft Excel and Outlook software programs
• Bachelor’s Degree
• Minimum of 2 years in Customer Handling
• Business and Customer knowledge
• Self-organization
• Problem assessment & resolution
• Quality and Continuous Improvement
• Team and functional alignments
• Commercial opportunities