Customer Services Support Manager

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.

Your Impact Shapes the World at Caterpillar Inc

When you join Caterpillar youre joining 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 dont just 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

We are seeking a skilled Manager Customer Service Support to join Caterpillar Financial Services India Private Limited

The preference for this role is to be based out of Bangalore Caterpillar PSN

What you will do

• Manages all customer service activities and portfolio activities related to soft bucket(0-60 DPD) collections.
• Establishing strategic customer service guidance and technical support initiatives in order to improve the efficiency of customer contact services.
• Develops departmental strategic initiatives in order to maintain portfolio health loss prevention operational excellence and vendor management.
• Managing complex customer inquiries and allocating resources for workload balancing and short-term forecasting.
  Performing real-time management of all customer contact metrics in order to achieve performance goals and financial objectives.
• Partnering with local and distributed operations and other teams to ensure the achievement of appropriate customer service levels.

What you will have

• Degree or equivalent experience desired
• This position requires candidate to work a 5-day -a -week schedule in the office.

Skills desired:

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.
Level Extensive Experience:
Anticipates customers needs and satisfies them proactively.
Resolves complex customer complaints or problems.
Teaches others how to deliver excellent customer service in a variety of settings.
Applies the concept of Moments of Truth to customer service.
Participates in developing a variety of effective ways to deal with difficult customers.
Recovers from a service failure in a way that enhances customers esteem of the organization.

Coaching Others: Knowledge of coaching and mentoring concepts and methods; ability to encourage motivate and guide individuals in learning and improving effectiveness.
Level Working Knowledge:
Determines how coaching can be applied to a situation.
Coaches others to improve their skills.
Observes skill practice; offers constructive feedback.
Offers suggestions for performance or process improvement in own unit.
Creates skill-practice opportunities for subject of coaching.

Conflict Management: Knowledge of managing conflicts; ability to anticipate recognize and deal effectively with existing or potential conflicts at the individual group or situation level.
Level Working Knowledge:
Identifies and maximizes areas of agreement in order to mitigate tensions.
Uses a specific methodology for conflict resolution.
Facilitates reconciliation rather than divisiveness among individuals.
Under guidance appropriately confronts others to get issues out in the open.
Uses active listening skills and probing techniques to understand cause of a conflict.

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.
Level Working Knowledge:
Delivers helpful feedback that focuses on behaviors without offending the recipient.
Listens to feedback without defensiveness and uses it for own communication effectiveness.
Makes oral presentations and writes reports needed for own work.
Avoids technical jargon when inappropriate.
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.
Level Working Knowledge:
Identifies and documents specific problems and resolution alternatives.
Examines a specific problem and understands the perspective of each involved stakeholder.
Develops alternative techniques for assessing accuracy and relevance of information.
Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
Uses fact-finding techniques and diagnostic tools to identify problems.

Customer Service Management: Knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand and are committed to providing excellent service to internal and external customers.
Level Working Knowledge:
Facilitates the resolution of customer problems issues or concerns.
Monitors and reports on delivery of what was promised.
Participates in a team that provides direct customer service.
Ensures identification of customer needs and priorities.
Analyzes problem trends and takes steps to avoid recurrence.

Call Center Management: Knowledge of call center management; ability to implement new or revised organizational structures business processes and operational infrastructure required for enabling effective call center operation.
Level Basic Understanding:
Names the voice and data technologies currently used in the organizations call center(s).
Describes the roles and responsibilities of various positions in the call center.
Answers questions on new call center technologies and on new resource utilization strategies.
Describes the scope and objectives of recent and current call center restructuring projects.

Customer Retention: Knowledge of customer retention; ability to implement effective strategies and activities that promote long-term customer loyalty.
Level Basic Understanding:
Describes specific customer retention strategies being used in own organization.
Describes the expected benefits of an effective customer program.
Identifies the purpose of and activities associated with customer retention programs.
Documents metrics used to evaluate customer loyalty.

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.
Level Extensive Experience:
Differentiates assumptions perspectives and historical frameworks.
Evaluates past decisions for insights to improve decision-making process.
Assesses and validates decision options and points and predicts their potential impact.
Advises others in analyzing and synthesizing relevant data and assessing alternatives.
Uses effective decision-making approaches such as consultative command or consensus.
Ensures that assumptions and received wisdom are objectively analyzed in decisions.

What you will get:

• Work Life Harmony
• Earned and medical leave.
• Relocation assistance

Holistic Development

• Personal and professional development through Caterpillar s employee resource groups across the globe
• Career developments opportunities with global prospects

Health and Wellness

• Medical coverage -Medical life and personal accident coverage
• Employee mental wellness assistance program

Financial Wellness

• Employee investment plan
• Pay for performance -Annual incentive Bonus plan.

Additional Information:

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 the U.S. which can be found through our employment website at position requires working onsite five days a week.

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