Customer Service Representative

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

• 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.
• Ensures accurate data and on time publication of reports.
• Proactively review and improve Validation Rules.
• Maximises dealer participation in Composite reporting.
• Ensures specific Brand service requirements are delivered in accordance to brands strategies and customer service level agreements.
• Participates and conducts Customer meetings, composite reviews and presentations as required.
• Follows departmental processes and procedures and maintains required documentation to agreed standards to ensure quality.
• Supports and trains dealers and NSC staff on SBS products as required
• Controls dealer registration/profile and updates to user security matrix.
• Logs customer queries and issues using SBS call logging software and sees them through to resolution according to SLA Agreements
• Communicates with line manager and service team on day to day operational issues to ensure 'no surprises'.
• Liaises with other departments and regions whenever required.
• Brings increased efficiencies to the daily operational activities, resulting in increased value for the customer as well as internal process improvements.
• Supports PRISM Product, Data inputs, Validations, Queries and Issue Resolutions as well as any Invoicing Queries.
• Supports the SBS Loan Tool Programme with Local Language Support, JIRA Logging of issues and Order Placements as required.
• Provides First Line Technical Support in Local Language as required before escalation to Technical Support.
• Creates local language translations for SBS documentation and guides as required.
• Actively Seeks SBS Business Opportunities with SBS Account Managers and Clients
• Communicate regularly and effectively with Manager, peers and team.
• 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.
• 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.
• Committed to contributing to quality excellence throughout the business.
• Takes responsibility for own personal development and skills updating.
• Participates in Rapid Continuous Improvement to contribute to the delivery of safety, quality, delivery and cost saving objectives.
• The above list is not exhaustive and the post holder will undertake such other duties as required.
• Experience of working within a supplier/client environment
• Experience of client relationship management through telephone and email interaction
• Experience and ability to work to tight monthly deadlines on key projects
• Experience of working within a supplier/client environment within report production based role
• Direct working experience in a dealership environment