Добавено на 3 months ago

Customer Inquiry & Service Request Team Lead with English and Italian.

Населено мястоSofia grad, Bulgaria

Нивo на позициятаManager

Дата на добавяне2021-06-04

ИндустрияCall Centre and Customer Service

Customer Inquiry & Service Request Team Lead with English and Italian.

The Adecco Group is the world's leading provider of workforce solutions. With more than 33,000 employees and around 5,100 branches in 60 countries and territories around the world, we offer a wide variety of services, connecting approximately 700,000 associates with our clients every day.
For one of our trusted clients - one of the fortune 100 Oil & Gas and chemical manufacturer, we are looking for Customer Inquiry & Service Request Team Lead with English and Italian.
Main Responsibilities:

•    Log, investigate, process and respond to (unless instructed otherwise) any complaints/queries through phone, email, chat, etc. as appropriate;
•    Ensure standard procedures are used to resolve consumer concerns;
•    Ensure all complaints/queries that cannot be resolved personally are routed to the appropriate internal or external parties for resolution (e.g. insurance companies);
•    Inform the end consumer of the progress of a case that cannot be immediately resolved;
•    Create exceptional customer experience for the given customer segments in line with SLAs with focus on First Contact Resolution (FCR) and low customer effort;
•    Adhere to TAT and accuracy, report out daily performance and update all performance logs and Report KPI's/SLA's as per agreed timelines;
•    Coordinate with other departments like Order Management, Invoicing, Collections, Cash application teams and resolve the dispute;

•    Having Knowledge on Order to Cash
•    5 + years of experience in Invoice management, Order Management, Collections and Dispute resolution
•    Having experience in handling customer calls/ Order to Cash Helpdesk 
•    Having good exposure on Helpdesk metrics
•    Experience with SAP (including invoicing, contracts, workflows)
•    Good MS Office skills
•    Graduate/Masters in Finance or accounting – Preferable
If you have found yourself in the description above, we encourage you to apply with a CV in English!
Only short-listed candidates will be contacted. All applications will be treated in strict confidentiality.
Recruitment license from National Agency of Employment № 1814 from 08.12.2014