Address
Form of work Individual is hired to resolve Customer disputes on invoiced billed to Customer. He is also
expected to understand the Root cause and help fix the same in the upstream process
1. Analysis disputes received (Basis Target allocated) – Understand what Customer disputing is for
2. Look up all upstream process to fetch data and understand the history of the said shipment
3. Analysis the case and decide on accepting/clarifying or rejecting the case
4. Reach out to relevant coordinators for more information if required
5. Process the amendment in core systems for accept processing
6. Communicate to customer
7. Record complete root cause on reason or dispute
expected to understand the Root cause and help fix the same in the upstream process
1. Analysis disputes received (Basis Target allocated) – Understand what Customer disputing is for
2. Look up all upstream process to fetch data and understand the history of the said shipment
3. Analysis the case and decide on accepting/clarifying or rejecting the case
4. Reach out to relevant coordinators for more information if required
5. Process the amendment in core systems for accept processing
6. Communicate to customer
7. Record complete root cause on reason or dispute
Required Skills:
Good Communication Skills & Ability to use positive language
Good Comprehension & Written Communication
Customer Focus & Owning the customer
Understand Customer requirement and focused on customer outcome
Attitude to go across defined job boundaries for customer resolution
Winning for customer – high achievement orientation
Driven to ensure closure
Superior Stakeholder Management
Responsible to drive Customer outcomes through positive customer experience
Having regular communication with Customers to understand their requirements for a quick dispute resolution.
Problem Solving Skills
• Own the issue, • Detailed and result oriented • Low tolerance to delays.
• Problem solving, analytical and data skills • Data backed decision making
Communication
Communication • Professional standard in grammar and though articulation. (Including Language capabilities)
Process Understanding
Manage disputes in 24 hrs
FTHR should be > 70%
No – repeat dispute
Good Communication Skills & Ability to use positive language
Good Comprehension & Written Communication
Customer Focus & Owning the customer
Understand Customer requirement and focused on customer outcome
Attitude to go across defined job boundaries for customer resolution
Winning for customer – high achievement orientation
Driven to ensure closure
Superior Stakeholder Management
Responsible to drive Customer outcomes through positive customer experience
Having regular communication with Customers to understand their requirements for a quick dispute resolution.
Problem Solving Skills
• Own the issue, • Detailed and result oriented • Low tolerance to delays.
• Problem solving, analytical and data skills • Data backed decision making
Communication
- Professional standard in grammar and though articulation. (Including Language capabilities)
Communication • Professional standard in grammar and though articulation. (Including Language capabilities)
- Good Comprehension & Written Communication
Process Understanding
- Ability to understand end to end processes.
- Ability to conduct sales and service together
- Adapt to change in process (SOP) / Systems
- Ability to understand end to end processes
- Language capabilities to cater to specific countries
- Experience in direct Stakeholder interactions (Global) preferably
Manage disputes in 24 hrs
FTHR should be > 70%
No – repeat dispute
