Customer Accounts Specialist

at  Caterpillar

SKILLS / EXPERIENCE:

• 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.
• Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
• Conflict Management: Knowledge of managing conflicts; ability to anticipate, recognise, and deal effectively with existing or potential conflicts at the individual, group, or situation level.
• 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.
• 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 behaviours.
• Negotiating: Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.
• Outbound Processing: Knowledge of outbound processing; ability to utilize the approaches, tools and techniques for operating an outgoing customer interaction function (phone, email, postal mail, Internet, on-site).
• Perseverance and Follow-Through: Knowledge of how to maintain and record contact with customers and prospects; ability to effectively continue an approach to a customer or customer group through repeated contacts and in spite of initial uncertainty about the outcome.

ROLE DEFINITION

Contacts customers to determine reason for payment delinquency and obtain payment commitment.

RESPONSIBILITIES:

• Maintaining accurate and thorough records of customer payment history and status of account.
• Placing routine calls to customers as first point of contact to obtain payment for goods or services.
• Take ownership of customer portfolio. Recognize calls requiring special handling or customized responses and escalating accordingly.
• Use computerised system for tracking, information gathering and troubleshooting by working independently