Customer Care Representative
Job Title : Customer Care Representative Required Skills : WCS, Vocational Certification and Microsoft Office Location : Addison,Texas Job Description
Responsibilities :
- Position responsible for ensuring contractual obligations with customers are met on a work order and systems basis; Coordinates activities associated with product / service resolution issues.
- Required to have maintain working relationships with all WCS operations-focused groups, including but not limited to :
- Field Support Centres, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Centre and Customer Advocates, 3rd party contractors, Depot Repair centres, and Customer Care Centres.
- Must have a thorough understanding of WCS systems, operations and policies, and customer contract specifies that are used to resolve customer problems.
- Required to coordinate WCS internal projects for the customer.
- Assist AS 3-4s, TMs, and / or ESMs in the following areas : Service Delivery and Service Fidelity, Evaluate ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates.
- Communicate specific SLA (service level agreement) requirements to international locations; Actively assist in SLA commitments including running the SLA monitoring tool daily;
Analyse account-specific subcontractor performance and match to SLA requirements for compliance.
- Provide information to the Logistics Analyst for account-specific Parts Plans; Update the Account Support Plan as required.
- Assist with determining Out-of-Scope services rendered to the customer; Attend vendor and customer meetings when required.
- Provide input to the Customer Specific Service Aid Mini Manual (SAMM).
- Perform analysis on all penalties for all Client service delivery contracts subject to penalties.
- Run Standard and ad hoc Reports; Gather information for the Critical Care Process when needed; Ensure customer data integrity in D1 for service delivery, billing and customer reporting.
- Work with customer help desks on specialized SLA management activities, when normal Client processes are failing; Maintain customer relations and observe customer process change.
- Assist with accounts receivable management; Run queries for margin improvement.
- Fast-paced, team environment working with internal networks and the external customer.
Qualification :
- Technical / Vocational Certification Administrative experience, analytical, and / or technical experience.
- preferably within WCS Demonstrated proficiencies with Microsoft Office Suite software.
Experience : 3-5 Years
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