5B_Customer Service_Polish
Genpact
Bucuresti, Romania
5 zile în urmă

Activity :

Managing the Warranty claims / Parts Support / Product Return process :

  • Warranty Claims management : On-hold claims processing, Warranty claim closing and invoice processing, Abnormality check call, Abnormal claim audit, Parts collection issue follow-up & AP declaration;
  • ASC Parts Support : Parts issue liaison and support, Parts return, Parts claim handling;
  • Product Return Management : Process the Exchange / Refund of products;
  • Acting as liaise between customer HQ / Subsidiaries and local service centers / Dealers;
  • Audit the warranty documentation against country specific requirements and initiate resolution according to procedures;
  • Escalate / Initiate Credit Notes / Post invoices etc, prior to sending for further actions to relevant client departments;
  • Collaborate with the appropriate stakeholders for claim resolution (HQ / Finance / Contact center / Depot);
  • Ability to work with data from multiple systems or sources;
  • Computer skills related to MS Office;
  • Analytical, confident and assertive person;
  • Strong work ethic and personal time management;
  • Main language as per process requirement, additional language : English (B2);
  • OTHER RESPONSIBILITIES

  • Successfully graduating the training plan attached to the position and the tasks;
  • Contributing to the update of the working procedures;
  • Maintain and develop relationships with relevant markets and client serviced by the team and all major customers within those markets, as appropriate;
  • Identify opportunities for continuous process improvement and innovative solutions and communicate to direct manager.

    RESPONSABILITIES FOR HEALTH AND SAFETY AT THE WORK PLACE

    Perform the activity in accordance with his / her competences and instructions received from the employer so as not to expoze to risk of injury or occupational disease both oneself and others who may be affected by the actions or omissions while working.

    Will not proceed with disconnecting, changing or removing arbitrarily his / her own safety devices, especially of machinery, tools, plants and use properly these devices.

  • Will immediately inform the employer and / or assigned workers about any work related situation that can be consider on reasonable grounds as a threat to worker’s safety and health, as well as any difection of the protection devices;
  • Inform his supervisor and / or employer the accidents suffered by his own person;
  • Cooperate with the employer and / or designated workers as long as is necessary to enable any measures or to fulfill any requirements prescribed by the labor inspectors and sanitary inspectors, in order to protect the health and safety of workers;
  • Cooperate as long as necessary, with the employer and / or designated workers to enable the employer to ensure that the working environment and conditions are safe and without risk to health and safety in his / her field of activity;
  • Acknowledge and complies with health and safety legislation and the related implementing measures;
  • Provide the information required by the labor and sanitary inspectors.

  • Attend to work in full capacity for working, refreshed and having proper posture, not being under the influence of alcohol, drugs, hallucinogens and not consuming these substances during working hours;
  • Regularly attend trainings on work safety and emergency, as well to related applied programs;
  • Avoid carrying out dangerous operations, unforeseen activities (i.e. working at height);
  • Use electrical equipment’s during the working process according to the rules of security against electric shock;
  • Move on access roads and evacuation stairs according to the acknowledged instructions;
  • Use in an appropriate manner the work equipment’s : desk, chair, laptop computer;
  • Maintain the right position in the front of screen display;
  • RESPONSABILITIES FOR FIRE PROTECTION

    Follow the rules and measures for fire protection communicated by the manager or head of the company.

    Use dangerous substances, installations, equipment, machinery, appliances and equipment, according to technical specification and those given by the manager or head of the company.

    Do not perform unauthorized maneuvers or unauthorized modifications to systems and facilities for fire protection.

    Immediately notify his supervisor any violation of rules fire protection or any situation that he / she appreciates as a fire hazard, and any malfunction of systems and fire protection installations.

    Cooperate with the employee or administrator appointed by the technical specialist who has responsibilities in defense against fire, in order to implement fire protection measures.

    Act in case of any imminent danger of fire, in accordance with the established procedures at the workplace.

    REQUIRED WORK EXPERIENCE

  • Customer service / Helpdesk / Order Management / Accounting knowledge 0-2 years a plus;
  • Basic Work experience with ERP systems;
  • REQUIERED EDUCATIONAL BACKGROUND

    OTHERS

  • Self-motivated with ability to work both independently and as part of a team;
  • Organized personality with attention to details, oriented towards controllership;
  • Ability to handle client on one-on-one basis, via e-mails (mostly) and calls;
  • Required language level for daily tasks : CEF B2+

    German

    Work type : Desk activity with computers, involving data processing and information management, phone calls

    PC skills :

    Microsoft Office / Outlook / PowerPoint / SAP experience an advantage

    REVISED BY : Position

    APPROVED BY : Position

    Position

    HIRING / PROMOTION DATE :

    The present job description is not absolute and cannot include all the responsibilities of an employee. The employee can be requested by the manager to perform other tasks necessary to reach the company’s objectives.

    I hereby agree I received the job description, I am responsible to fulfill all the tasks for this position and I take full legal responsibility for fulfilling them .

    Date : Signature : Senior Process Associate

    Job Posting

    Jul 15, 2019, 1 : 45 : 55 PM

    Unposting Date

    Sep 13, 2019, 6 : 29 : 00 PM Master Skills List Operations Job Category Full Time

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