Field Account Services Representative

Job Summary

We are seeking a skilled Field Account Services Representativeto join our -Caterpillar Financial Services India Private Limited

What you will do

Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services.

• Addressing minor coverage issues and resolving minor complaints. Ensuring all customer communication is clearly documented.
• Answering inbound and outbound customer service inquiries.
• Providing health analysis or troubleshooting and redirecting them when appropriate.

• Using fact-finding techniques and diagnostic tools to Identify issues and determining appropriate course of action for effective resolution.
• Analyzing quantitative and qualitative data for business results.

• Understand prime product or component health or status, if action is needed, and required next steps.

Degree Requirement

• Graduate Degree (B.com, M.com, MBA) required

What you will have.

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

Skill Descriptors

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.Level Basic Understanding: Focuses activities on developing and maintaining positive customer relationships. Discusses general differences between internally and externally focused organizations. Cites the cost and benefits of good versus poor customer service. Explains why customer satisfaction is important to successful product/service delivery.

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.Level Basic Understanding: Describes alternative data-gathering techniques and tools. Documents basic data-gathering methodologies. Identifies the purposes of data gathering and analysis. Identifies key objectives in gathering and analyzing data.

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 Working Knowledge: Provides a quality of service that customers describe as excellent. Resolves common customer problems. Responds to unexpected customer requests with a sense of urgency and positive action. Provides direct service to internal or external customers. Documents customer complaints in a timely manner.

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 Basic Understanding: Explains characteristics and steps in an effective decision-making process. Identifies issues and communicates with others when a decision needs to be made. Names decision makers in own environment and cites examples of past decisions. 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.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.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.Level Working Knowledge: Provides prompt and effective responses to client requests and interactions. Monitors client satisfaction levels on a regular basis. Alerts own team to problems in client satisfaction. Differentiates the roles and responsibilities in a business relationship. Works with clients to address critical issues and resolve major problems.

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.