Individual is hired to resolve Customer disputes on invoiced billed to Customer. He is also expected to understand the Root cause and help fix the same in the upstream process.
Responsibilities
- Analysis disputes received (Basis Target allocated) - Understand what Customer disputing is for
- Look up all upstream process to fetch data and understand the history of the said shipment
- Analysis the case and decide on accepting/clarifying or rejecting the case
- Reach out to relevant coordinators for more information if required
- Process the amendment in core systems for accept processing
- Communicate to customer
- Record complete root cause on reason or dispute
Requirements
- Good Communication Skills Ability to use positive language
- Good Comprehension Written Communication
- Customer Focus Owning the customer
- Understand Customer requirement and focused on customer outcome
- Attitude to go across defined job boundaries for customer resolution
- Winning for customer - high achievement orientation
- Driven to ensure closure
- Superior Stakeholder Management
- Responsible to drive Customer outcomes through positive customer experience
- Italian language proficiency at B1 or B2 level
- Having regular communication with Customers to understand their requirements for a quick dispute resolution.
- Problem Solving Skills
- Own the issue, Detailed and result oriented - Low tolerance to delays.
- Problem solving, analytical and data skills - Data backed decision making
- Communication
- Professional standard in grammar and though articulation. (Including Language capabilities)
- Communication - Qualified standard in grammar and though articulation. (Including Language capabilities)
- Good Communication Skills - Ability to use positive language
- Process Understanding
- Ability to understand end to end processes.
- Ability to conduct sales and service together
- Adherence to process and SOPs - Attention to details, complete error free documentation
- Adapt