Individual is hired to resolve Customer disputes on invoiced billed to Customer. Candidate 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
Having regular communication with Customers to understand their requirements for a quick dispute resolution.
Manage disputes in 24 hrs
FTHR should be > 70%
No - repeat dispute
Skills and Competencies Required Skills
Valuable Communication Skills
Ability to use positive language
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
Problem Solving
Problem Solving Skills
Own the issue
Detailed and result oriented
Low tolerance to delays.
Problem solving, analytical and data skills
Data backed decision making
Qualified standard in grammar and though articulation. (Including Language capabilities)
Communication
Valuable Comprehension Written Communication
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 to change in process (SOP) / Systems
Stakeholder Management
Language capabilities to cater to specific countries
Experience in direct Stakeholder interactions (Global) preferably