Analyst Customer Service

Scurta descriere a companiei

GE Money
Imagine the Opportunities …

Imagine being part of one of the worlds largest and most respected organizations, a company that employs over 300,000 people in over 100 countries. GE is a diversified technology; media and financial services company dedicated to creating products that make life better - from aircraft engines and power generation to financial services, medical imaging, television programming and plastics. GE Money is a dynamic and global leading provider of banking and financial services to over 118 million consumers, retailers, and auto dealers in over 50 countries. GE Money’s EMEA (Europe, Middle East and Africa) operations include businesses in over 23 countries across the region employing more than 23,000 people.

GE Money Romania, comprised of Domenia Credit, Estima Finance and Motoractive, offers a broad range of financial products, including mortgages, home equity loans, sales finance, auto finance, personal loans and credit cards.

Cerinte

• Abilitati de comunicare;
• Cel putin 6 luni experienta in domeniul relatiilor cu clientii;
• Studii medii;
• Nivel ridicat de energie si o atitudine deschisa la solicitari;
• Creativitate;
• Minte deschisa;
• Limbi straine: Engleza fluent ar fi un avantaj.

Indicatori de performanta:
• Numarul de apeluri inregistrate in tracker;
• Calitatea inregistrarilor;
• PTP/FCR;
• Respectare proceduri de lucru si calitatea serviciilor oferite;
• Atitudine;
• Respectare program de lucru ( zilnic, pauze de masa/tigara );
• Proactivitate.

Responsabilitati

• Preluare apeluri inbound/transmitere apeluri outbound si mixuri;
• Ofera suport clientilor care ne suna in urma activitatii Departamentelor Early/Late Collection: sms, notificari, somatii de plata/reziliere/poprire, etc;
• Ofera suport clientilor care suna pentru a solicita informatii despre contract sau despre platile efectuate ( valoare credit, data scadenta, etc );
• Ofera suport clientilor care ne suna in urma diferitelor campanii: Campanii de Paste, campanii CRM, etc;
• Face apeluri outbound fie pentru diferite campanii ( carduri/SF/PL );
• Inregistreaza in tracker toate informatiile oferite de clientii care ne suna in urma fiecarui apel primit;
• Calculeaza in tracker Lichidarea Anticipata pentru clientii care solicita acest serviciu;
• Completeaza formularele standardizate la solicitarea clientilor ( Adeverinte de Lichidare Anticipata);
• Comunica clientilor recomandarile Departamentului Billing: numar contract corect, valoarea corecta a ratei lunare;
• Confirma faxurile trimise de clienti cu acestia si le transmite mai departe catre departamentele implicate pentru solutionare ( eg: pentru platile nealocate se trimit chitante la Billing pentru alocare );
• Face propuneri concrete de imbunatatire a fluxurilor si procedurilor de lucru, propuneri ce au la baza cazuri concrete din experienta de lucru acumulata;
• Indeplineste cerintele solicitate de catre Customer Service Coordinator;
• Atributiile postului nu sunt limitative; la acestea se adauga si cele care decurg in mod expres din legi, hotarari, norme, decizii, precizari pe domeniul sau de activitate;
• Executa orice alte sarcini/atributii desemnate de management.

Comunicare interna si externa:
• Comunica indirect ( prin CS Coo ) cu agentii de Collection, Billing, Compliance, Info Center, Customer Service Complaints Officer
• Comunica direct cu departamentele din cadrul companiei in urma solicitarii de transferare apel;
• Comunica direct ( prin telefon ) cu clientii.