CIR specialist – CUSTOMER ISSUE RESOLUTION specialist

Complaint activities

The candidate will have to manage customer complaints using the specific IT tools (Salesforce – SAP), checking the timing and urging the resolution owner of the areas involved, ensuring feedback to the customer.

He/she will also have to manage the material that returns to the third party by taking care of

the relationship with the carrier and the definition of the return.

Finally, he/she will have to verify the summary metrics related to the various commercial departments, analysing the most critical areas that need improvement.

Credit activities

Daily customers collection activity based on overdue cases through SFDC.

Order blocks release according to customer’s account analysis.

Customer’s Account management aimed to clear all pending items (Invoices, Credit Notes, payments on account, internal accounting entries) prioritising the aged situations.

Customer disputes management and related supporting documentation recovery.

GSC (Global Service Center) outbound/inbound requests management related to cash application through SFDC.

Central Risk Management team outbound/inbound requests management related to credit risk and credit limit through SFDC.

Customer Facing activity for all investigations needed: complaint management, payment detail request, partial payment reason.

TECHNICAL SKILLS

– SAP knowledge

– Windows, Office (Excel advanced, Word, PowerPoint),

– Outlook,

– Service Automation, Salesforce,

– Fluent English, other languages

PERSONAL ATTITUDES

– Constructive and fast re-activeness capable of a positive influence on the team.

– Resilience in facing difficult relationships.

– Ability to manage/understand different priorities.

TECHNICAL SKILLS

PERSONAL CHARACTERISTICS

Ability to manage customer issues

Ability to work in a team

Determination in dealing with complex issues

Ability to manage/understand different priorities

Degree in economics is preferred.

A previous experience in the Credit & Collection role and/or complaint role is appreciated.

Hours of work – Monday to Friday, 36.25 hours. 1/2 day working in the office, remaining is Hybrid working.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information – please copy and paste the following link in to your browser https://(url removed)/candidate-privacy

Tagged as: Banking

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