Customer Service Representative

My client is looking for someone to provide excellent customer service through accurate data analysis and delivery of financial business reports (Composite reporting).

Responsibilities

• Provides an excellent standard of customer service in local language to our regional client base and shows evidence of designing or implementing successful changes to improve Customer Satisfaction.
• Ensures accurate data and on time publication of reports.
• Proactively review and improve Validation Rules.
• Ensures specific Brand service requirements are delivered in accordance to brands strategies and customer service level agreements.
• Participates and conducts Customer meetings, composite reviews and presentations as required.
• Follows departmental processes and procedures and maintains required documentation to agreed standards to ensure quality.
• Supports and trains dealers and NSC staff on SBS products as required.
• Controls dealer registration/profile and updates to user security matrix.
• Logs customer queries and issues using SBS call logging software and sees them through to resolution according to SLA Agreements.
• Communicates with line manager and service team on day to day operational issues to ensure ‘no surprises’.
• Liaises with other departments and regions whenever required.
• Brings increased efficiencies to the daily operational activities, resulting in increased value for the customer as well as internal process improvements.
• Supports PRISM Product, Data inputs, Validations, Queries and Issue Resolutions as well as any Invoicing Queries.
• Supports the SBS Loan Tool Programme with Local Language Support, JIRA Logging of issues and Order Placements as required.
• Provides First Line Technical Support in Local Language as required before escalation to Technical Support.
• Creates local language translations for SBS documentation and guides as required.
• Actively Seeks SBS Business Opportunities with SBS Account Managers and Clients.
• Communicate regularly and effectively with Manager, peers and team.
• Focused on the achievement of our mission in accordance with our Beliefs, Values and Vision; striving to embody the culture of respect, teamwork and integrity.

Contributing to an environment where diversity is valued and there is equal opportunity for all.

• Committed to non-negotiable product and workplace safety in line with the Snap-On Safety Philosophy.

Will work safely and accept personal responsibility for every associate’s safety.

• Committed to contributing to quality excellence throughout the business.
• Takes responsibility for own personal development and skills updating.
• Participates in Rapid Continuous Improvement to contribute to the delivery of safety, quality, delivery and cost saving objectives.

The above list is not exhaustive and the post holder will undertake such other duties as required.

Qualifications

• Experience of working within a supplier/client environment.
• Experience of client relationship management through telephone and email interaction.
• Experience and ability to work to tight monthly deadlines on key projects.
• Experience of working within a supplier/client environment within report production based role.
• Direct working experience in a dealership environment.
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