Responsibilities:
Delivering exceptional level of service to our customers Is ultimately responsible for accurate invoices getting to customers as fast as possible without issue.
Improve KPIs for customer integration projects, existing customer satisfaction, and existing customer issue resolution
Streamline the processes followed organizationally to support our existing e-procurement, e-invoice and shop online customers.
Running reports daily to identify failed, blocked, or rejected transactions (specifically orders & invoices). Troubleshooting the reason for failure, resolving the issue, confirming that the transaction is able to pass effectively, and checking proactively for any additional similar transactions that may have been impacted by the root cause
Proactively identifying issues that would otherwise impact the customer and fixing them
Sharing knowledge and best practices by documenting steps taken to resolve issues on a group shared knowledge base. Enriching existing knowledge base and documentation with any change needed
Tracking all customer facing communications in Salesforce.com Cases
Solving for immediate customer needs including complaints, issues, tasks, requests, or updates
Handling incoming contact from customers and customer systems (calls, email, 3rd party platforms, and Salesforce Cases)
Logging, classifying, solving and closing any issues that pop up in a timely and effective manner and keeping the customer informed throughout the process
Following documented troubleshooting steps before escalation to others on the team by using the website, web admin tool, SAP, and by working with 3rd party platform support
Acting as the customer facing “case owner” from end to end when the customer has reported a problem
Role requirements:
We offer:
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