Customer Issue Resolution Specialist
Location - Bracknell
Contract - 12 Months
Pay per hour - £19.91
Hybrid Working
Your responsibilities in the role
* End-to-End CIR Management - handling customer issues related to billing, collections and complaint management - this includes disputes, returns, adjustments and collection activities to secure timely payment and short cycle time for customer complaints.
* Partners with customers and internal clients such as the quality teams to resolve delinquent and disputed accounts. Working independently, performs vigorous collection activity on past due accounts within generally defined credit policies and procedures through extensive telephone, email communication.
* Must be able to work and handle sensitive/confidential financial data.
* Efficiently build credibility and trust with customers and businesses through timely and accurate CIR resolution processing.
* Knowledge and use of SAP & Salesforce systems. Maintain and remain current with all SAP training and certifications.
* Interprets policies and regulations, investigates problems, and communicates with other departments and providers to research and resolve issues, identify and implement service solutions.
* Actively participates in relevant corporate programs/initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with the company's values and ethical standards.
* May provide training to new employees and other members of work groups, including customer service, on credit systems and topics. Participates on department process improvement teams.
* An individual employed in this position is expected to broaden their knowledge of credit policies and principles and strengthen skills in analysis, reporting, negotiating and presenting. Strong interpersonal skills in working with diverse levels of business partners, team members and leadership are required to deliver on Customer Service Operations/MSO objectives.
* May develop into CIR superuser and provide training to new employees and other members of work groups. May develop and lead improvement projects within the team. Participates on department process improvement teams.
Skills and Experience
* Strong customer-facing skills, maintains a professional, positive, and tactful demeanor with clients and customers.
* Bachelor's degree or higher in business, economics, or related fields.
* Ability to build customer knowledge End-to-End with all open issues within the CIR responsibility and proactively interact to secure timely payment and fast resolution on complaint management.
* Minimum two combined years of customer service, finance, supply chain, or sales experience.
* Knowledge of assigned area of responsibility and company structure, organization, and business.
* Demonstration of strong interpersonal, communication, analytical, organizational, and short-term planning skills.
* Develops and broadens negotiating and influencing skills.
* Demonstrates the following competencies: adaptability, initiative, accountability, teamwork, and continuous improvement mindset.
* Handles a variety of inquiries and develops solutions for moderately complex issues. Strongly delivers and follows Team KPI targets in a timely and efficient manner.
* Problem solving requires the use of judgment, research, and analytic skills to determine possible solutions and make appropriate choices.
* Experience with customer service processes and systems - SAP and Salesforce.
* Demonstrated skills and knowledge in financial statements analysis, negotiation, and credit and financial counsel principles.
* Disciplined, organized, and resilient.
* Capable of respecting deadlines, maintaining data accuracy, and following designed process descriptions in SAP and Salesforce on daily work tasks.
Further information provided upon application
ECS Recruitment Group Ltd is acting as an Employment Business in relation to this vacancy.
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