Description
The purpose of the role is to secure resolution of outstanding balances through direct contact with customers (telephone and email). This position will involve dealing with customers in Germany. Also provide the Team Manager with support to achieve the team’s goals.
Principal Responsibilities
- Manage customer interface, inbound/outbound telephone calls and emails
- Obtain and track payment commitments
- Direct/manage customer requests/instructions, copy invoices, SOA, BRH, service cancellation requests, billing disputes or questions, missing payment investigations, customer account changes (name, address, contact, VAT References, PO references), payment or credit allocations, refund eligibility
- Engage and/or coordinate with other Client functions including: Service Management, Billing Operations, Customer Care, Service Delivery, etc. (calls, emails, conference calls)
- Account reconciliations and investigations
- Account management
- Translating customer correspondence – using supported languages only
- Project Management
- Timely escalation management (internal & external)
Skills, Experience & Attributes
- Fluent in German (verbal & written)
- Excellent verbal communication (clear, concise and precise speech)
- Excellent written communication (primarily email and account notation)
- Effective listening
- Sufficient mathematical knowledge, required for their particular role
- Sound judgment and decision making
- Good keyboard typing and computer literacy
- High attention to detail
- Ability to multi-task, set priorities
- In depth knowledge of collection techniques.
- Customer service
- Negotiation skills & conflict resolution
- Tenacity and resilience
- Dispute resolution
- Project management
- Understands the customer, their needs – delivering what’s promised
- Treats customers as valued, respected, important individuals
- Actively supports initiatives to improve sales and reduce costs and waste
- Delivers expected results, meets KPI’s
- Applies procedures to meet necessary regulatory/legal standards
- Minimises risk, seeks information/support when the answer to a decision is not straightforward