Customer Service Associate

General Description

Role Overview

In this role you will leverage your deepening knowledge in one process or more and participate in meeting service levels, key measurement targets of the team and delivers a high quality and cost-effective customer service to the client. You will perform tasks in line with the written procedures or assigned by senior staff under supervision.

As a Process Associate you will be expected to:

• Demonstrate developing knowledge of the structure of the systems and modules used in service delivery in the specific area and the Automation Drive Suit & DGEM Tech offer
• Have good knowledge of the process, policies and desk top procedures within their engagement
• Identify simple ideas that add value to day-to-day operations or tasks and makes improvements to process within own area of remit
• Display a willingness to keep abreast of the technological developments in process specialism
• Adhere to the IS regulations and policies
• Use specific, simple analytical models and tools to the specific situation
• Read analytical reports and interpret them in the given context and can apply sound levels of logic to tasks undertaken
• Understand that individual performance (efficiency and effectiveness) impacts the performance of the overall engagement
• Be prepared to flag issues and ask for help in areas of uncertainty/volatility e.g. any changes in controls/resourcing/delivery model

General Responsibilities / Accountabilities

• Responsible for chasing outstanding invoices from customers of our clients.
• Play a vital role in the cash-flow of our client ensuring credit given to customers is monitored and controlled effectively
• Contact overdue customers and chases for payment in accordance with rules set by the engagement 
• Issue and monitor automatic and manual reminders to customers  
• Document customer interactions into system 
• Maintain a ledger as part of the credit team 
• Performs basic reconciliations 
• Follow control and compliance regulations 
• Maintain accurate and up to date customer details and account records 
• Proactively collect and escalate overdue accounts and ensures customer payment to terms  
• Build and maintain strong relationships with external customers 
• Proficient Negotiation skills
• Able to communicate with key stakeholders across different levels in a manner that leads to desired outcomes

Qualifications (Education/Experience/Certification)

• Good Communication skills
• Minimum English at CEFR Grade A2 (elementary) or equivalent
• Demonstrates a willingness to certify in DGEM Tech technologies