Customer Support Hub Specialist Global Grade11

Key Output

• Resolve customer queries received at the Customer Support Hub
• Accurately capture/record queries on case management tool with clear resolution and time-lines for future reference and learning
• Assist with the opening of new customer accounts in agreement with the KPI
• Assist customer with Finance related queries.
• Proactively identify additional challenges experienced by customers and inform respective departments of potential challenges and aim to resolve.
• Use existing product programmes to proactively offer added value and solutions to customers
• Advise customers on immediate equipment repair needs based on system triggers.
• Help customers with warranty related queries
• Coordinate with other departments or LOBs to support customers’ needs
• Manage customer information case management tool.
• Update customer master data
• Assist maintenance scheduling and coordination and within the SLA timelines

Qualification, Experience and Competencies

• Trade test qualified in relevant trade (e.g. Diesel Mechanic/ Earthmoving Equipment Mechanic) post apprenticeship or learn ship experience
• Minimum 5 years frontline experience in Parts or Service
• SAP and CRM exposure
• Technical knowledge/experience of Caterpillar products
• Salesforce an advantage