Customer Services Administrator

Job Summary

We are seeking a skilled Customer Services Administrator to join Caterpillar Financial Services India Private Limited

Incumbent would Provide support for Customer Service Representatives, coordination of services, problem resolution and/or recommendations on selected products and services.

The preference for this role is to be based out of Bangalore PSN Office, KA-India

What you will do

• Provides administrative support for the Customer Services Representatives. Administrative support includes,
• preparing invoices and other miscellaneous forms and letters.
• Answering inbound customer service inquiries. Providing analysis or troubleshooting and redirecting them when appropriate.
• Identifying issues and determining appropriate course of action for effective resolution.
• Understanding of products and services offered, providing appropriate solutions to customer queries.

What you will have

• Degree or equivalent experience desired
• The position requires all 5 days work from office.

Skill Descriptors

• Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
• Level Working Knowledge: Communicates the importance of customer needs/expectations and commits to resolving them.
• Researches and verifies customer needs and expectations.
• Solicits customer satisfaction feedback and acts on improvement opportunities.
• Helps link organizational objectives to customer needs and expectations.
• Meets regularly with customers to understand their wants, needs and expectations.
• Data Gathering Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
• Level Basic Understanding: Describes alternative data-gathering techniques and tools.
• Documents basic data-gathering methodologies.
• Identifies the purposes of data gathering and analysis.
• Identifies key objectives in gathering and analyzing data.
• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Level Basic Understanding: Cites personal experiences of receiving excellent customer service.
• Describes examples of poor, mediocre, and excellent service.
• Explains how managing customer perceptions and expectations enhances customer service.
• Describes several important business benefits of providing high quality service.
• Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
• Level Basic Understanding: Explains the roles and responsibilities of a consultant.
• Lists the typical phases of a consulting assignment or project.
• Presents a professional image, especially when dealing with customers.
• Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
• Level Basic Understanding: Explains characteristics and steps in an effective decision-making process.
• Identifies issues and communicates with others when a decision needs to be made.
• Names decision makers in own environment and cites examples of past decisions.
• Describes types of decisions incumbent may and may not make in own job or function.
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Level Working Knowledge: Delivers helpful feedback that focuses on behaviors without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Avoids technical jargon when inappropriate.
• Looks for and considers non-verbal cues from individuals and groups.
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Level Basic Understanding: Explains the value of a disciplined approach to problem solving.
• Describes problem reporting and escalation practices.
• Utilizes accepted procedures for problem analysis and resolution.
• Identifies key aspects of problem-solving techniques used in own area.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• Level Basic Understanding: Provides examples of the characteristics of effective business relationships.
• Identifies key business relationships in own organization.
• Describes the nature of a productive business relationship.
• Explains the benefits of building business partnerships.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.