Customer Issue Resolution Representative

What we offer

• Great challenges in the EMEA region with the business clients
• Technology stack including SAP, Salesforce, MS Office environment, and more
• The smooth recruitment process (1 stage with the client)
• First contract is planned for 6 months (from December to May) 
• Flexible hybrid working model (remotely with single visits in the office due to training/manager visit/important event)
• Business working hours (8:00-16:00) with an option of flexibility
• Benefits package including various options of private medical care, group insurance, and sports card

Your tasks

The Customer Issue Resolution (CIR) team focuses on resolving disputes, managing returns and credits, and handling credit and collections. The team works directly with customers and internal stakeholders to ensure efficient accounts receivable collection and timely resolution of customer issues.

• End-to-End CIR Management - handling customer issues related to billing, collections and complaint management - this includes disputes, returns, adjustments and collection activities to secure timely payment and short cycle time for customer complaints
• Partners with customers and internal clients such as the quality teams to resolve delinquent and disputed accounts. Working independently, performs vigorous collection activity on past due accounts within generally defined credit policies and procedures through extensive telephone, email communication
• Efficiently build credibility and trust with customers and businesses through timely and accurate CIR resolution processing
• Knowledge and use of SAP & Salesforce systems. Maintain and remain current with all SAP training and certifications
• Interprets policies and regulations, investigates problems, and communicates with other departments and providers to research and resolve issues, identify and implement service solutions
• May provide training to new employees and other members of work groups, including customer service, on credit systems and topics. Participates on department process improvement teams
• An individual employed in this position is expected to broaden their knowledge of credit policies and principles and strengthen skills in analysis, reporting, negotiating and presenting. Strong interpersonal skills in working with diverse levels of business partners, team members and leadership are required to deliver on Customer Service Operations/MSO objectives