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
Valuable 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)
Valuable 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