Customer Support Hub Specialist Global Grade11
2 weeks ago
**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
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