The frontline Dispute Resolution Analyst is responsible for managing incoming calls and customer service inquiries from internal and external customers, serving as an escalation point for complex collections scenarios.
What you will do:
Answering incoming calls for 800 line and determining the nature of the call
Determining the quickest, most effective ways to answer a client’s or customer’s questions.
Escalating queries and concerns when necessary.
Working with all areas related to find appropriate solutions to problems.
Taking and relaying messages accurately and promptly to the intended recipients.
Assisting callers with directory assistance, helping them find contact information for individuals or departments.
Remain calm and empathetic when dealing with upset customers.
Resolve complaints professionally and efficiently.
Follow company guidelines and standards for customer interactions.
Strive for high-quality service delivery.
Provide support documentation of charges on invoices (such as PO copies, POD, Bill of lading), invoices copies and statements when needed.
Manage in an organized manner the documentation supporting the dispute resolution process.
Performs other related work as assigned by management
What you need:
Technical degree or at least 2 years of university studies, preferably in Business Administration, Accounting, Finance or related field
Intermediate to advanced MS Office Suite
Fluent spoken and written English – B2+ as minimum requirement, C1 desired
Experience on collections-related ERP systems (SAP, Oracle, or others)