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, including disputes, returns, adjustments, and collection activities to secure timely payment and short cycle time for customer complaints.
* Partner with customers and internal clients such as the quality teams to resolve delinquent and disputed accounts. Work independently to perform vigorous collection activity on past due accounts within generally defined credit policies and procedures through extensive telephone and email communication.
* Handle sensitive/confidential financial data.
* 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.
* Interpret policies and regulations, investigate problems, and communicate with other departments and providers to research and resolve issues, identifying and implementing service solutions.
* Participate in relevant corporate programs/initiatives, comply with professional and quality standards, adhere to corporate policies and procedures, and act in a manner consistent with the company's values and ethical standards.
* Provide training to new employees and other members of work groups, including customer service, on credit systems and topics. Participate on department process improvement teams.
* Broaden knowledge of credit policies and principles and strengthen skills in analysis, reporting, negotiating, and presenting. Strong interpersonal skills are required to work with diverse levels of business partners, team members, and leadership to deliver on Customer Service Operations/MSO objectives.
* Develop into a CIR superuser and provide training to new employees and other members of work groups. Lead improvement projects within the team and participate on department process improvement teams.
Skills and Experience
* Strong customer-facing skills, maintaining a professional, positive, and tactful demeanor with clients and customers.
* Bachelor's degree or higher in business, economics, or other accepted degrees.
* 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 of 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.
* Develop and broaden negotiating and influencing skills.
* Demonstrate adaptability, initiative, accountability, teamwork, and a continuous improvement mindset.
* Handle a variety of inquiries and develop solutions for moderately complex issues. Strongly deliver and follow 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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