Customer Care Representative

2 months ago


Addison, United States Sun Technologies Full time

Job Title : Customer Care Representative Required Skills : WCS, Vocational Certification and Microsoft Office Location : Addison,Texas **Job Description**

**Responsibilities:**

* Position responsible for ensuring contractual obligations with customers are met on a work order and systems basis; Coordinates activities associated with product/service resolution issues.

* Required to have maintain working relationships with all WCS operations-focused groups, including but not limited to:

* Field Support Centres, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Centre and Customer Advocates, 3rd party contractors, Depot Repair centres, and Customer Care Centres.

* Must have a thorough understanding of WCS systems, operations and policies, and customer contract specifies that are used to resolve customer problems.

* Required to coordinate WCS internal projects for the customer.

* Assist AS 3-4s, TMs, and/or ESMs in the following areas: Service Delivery and Service Fidelity, Evaluate ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates.

* Communicate specific SLA (service level agreement) requirements to international locations; Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyse account-specific subcontractor performance and match to SLA requirements for compliance.

* Provide information to the Logistics Analyst for account-specific Parts Plans; Update the Account Support Plan as required.

* Assist with determining Out-of-Scope services rendered to the customer; Attend vendor and customer meetings when required.

* Provide input to the Customer Specific Service Aid Mini Manual (SAMM).

* Perform analysis on all penalties for all Client service delivery contracts subject to penalties.

* Run Standard and ad hoc Reports; Gather information for the Critical Care Process when needed; Ensure customer data integrity in D1 for service delivery, billing and customer reporting.

* Work with customer help desks on specialized SLA management activities, when normal Client processes are failing; Maintain customer relations and observe customer process change.

* Assist with accounts receivable management; Run queries for margin improvement.

* Fast-paced, team environment working with internal networks and the external customer.

**Qualification:**

* Technical/Vocational Certification Administrative experience, analytical, and/or technical experience.

* preferably within WCS Demonstrated proficiencies with Microsoft Office Suite software.

Experience : 3-5 Years



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