Customer Service Representative

Job Description

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

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• 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.

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• Ensures accurate data and on time publication of reports.

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• Proactively review and improve Validation Rules.

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• Maximises dealer participation in Composite reporting.

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• Ensures specific Brand service requirements are delivered in accordance to brands strategies and customer service level agreements.

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• Participates and conducts Customer meetings, composite reviews and presentations as required.

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• Follows departmental processes and procedures and maintains required documentation to agreed standards to ensure quality.

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• Supports and trains dealers and NSC staff on SBS products as required

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• Controls dealer registration/profile and updates to user security matrix.

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• Logs customer queries and issues using SBS call logging software and sees them through to resolution according to SLA Agreements

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• Communicates with line manager and service team on day to day operational issues to ensure 'no surprises'.

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• Liaises with other departments and regions whenever required.

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• Brings increased efficiencies to the daily operational activities, resulting in increased value for the customer as well as internal process improvements.

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• Supports PRISM Product, Data inputs, Validations, Queries and Issue Resolutions as well as any Invoicing Queries.

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• Supports the SBS Loan Tool Programme with Local Language Support, JIRA Logging of issues and Order Placements as required.

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• Provides First Line Technical Support in Local Language as required before escalation to Technical Support.

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• Creates local language translations for SBS documentation and guides as required.

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• Actively Seeks SBS Business Opportunities with SBS Account Managers and Clients

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• Communicate regularly and effectively with Manager, peers and team.

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• 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.

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• 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.

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• Committed to contributing to quality excellence throughout the business.

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• Takes responsibility for own personal development and skills updating.

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• Participates in Rapid Continuous Improvement to contribute to the delivery of safety, quality, delivery and cost saving objectives.

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

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• Experience of working within a supplier/client environment

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• Experience of client relationship management through telephone and email interaction

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• Experience and ability to work to tight monthly deadlines on key projects

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• Experience of working within a supplier/client environment within report production based role

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• Direct working experience in a dealership environment