Customer Services Administrator

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining a global team who cares not just about the work we do but also about each other. We are the makers problem solvers and future world builders who are creating stronger more sustainable communities. We dontjust talk about progress and innovation here we make it happen with our customers where we work and live. Together we are building a better world so we can all enjoy living in it.

Job Summary

Provides support for Customer Service Representatives coordination of services problem resolution and/or recommendations on selected products and services.

What You Will Do

Provides administrative support for the Customer Services Representatives. Administrative support includes preparing invoices and other miscellaneous forms and letters.
Answering inbound customer service inquiries. Providing analysis or troubleshooting and redirecting them when appropriate.
Identifying issues and determining appropriate course of action for effective resolution.
Understanding of products and services offered providing appropriate solutions to customer queries.

What You Have
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Communicates the importance of customer needs/expectations and commits to resolving them.
Solicits customer satisfaction feedback and acts on improvement opportunities.
Meets regularly with customers to understand their wants needs and expectations.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools techniques and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion goal or judgment.
Describes alternative data-gathering techniques and tools.
Documents basic data-gathering methodologies.
Identifies the purposes of data gathering and analysis.

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.
Describes examples of poor mediocre and excellent service.
Explains how managing customer perceptions and expectations enhances customer service.
Describes several important business benefits of providing high quality service.

Consulting: Knowledge of techniques roles and responsibilities in providing technical or business guidance to clients both internal and external; ability to apply consulting knowledge appropriately.
Explains the roles and responsibilities of a consultant.
Presents a professional image especially when dealing with customers.
Describes the consulting process and relationship with clients.

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.
Explains characteristics and steps in an effective decision-making process.
Identifies issues and communicates with others when a decision needs to be made.
Describes types of decisions incumbent may and may not make in own job or function.

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 behaviors.
Delivers helpful feedback that focuses on behaviors without offending the recipient.
Listens to feedback without defensiveness and uses it for own communication effectiveness.
Looks for and considers non-verbal cues from individuals and groups.

Problem Solving: Knowledge of approaches tools techniques for recognizing anticipating and resolving organizational operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Describes problem reporting and escalation practices.
Utilizes accepted procedures for problem analysis and resolution.
Identifies key aspects of problem-solving techniques used in own area.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients vendors and peers.
Provides examples of the characteristics of effective business relationships.
Describes the nature of a productive business relationship.
Explains the benefits of building business partnerships.

Top Candidates Will Also Have

• A 4-year college or university degree in any discipline.

• Strong proficiency in Bahasa and intermediate English with solid oral and written communication skills.

Additional Information

• This position requires working onsite five days a week.

Final Details

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however as a global company Caterpillar offers many job opportunities outside of Indonesia which can be found through our employment website at Caterpillar

Caterpillar Inc. is the worlds leading manufacturer of construction and mining equipment off-highway diesel and natural gas engines industrial gas turbines and diesel-electric locomotives. For 100 years weve been helping customers build a better more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services backed by our global dealer network provide exceptional value that helps customers succeed.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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