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 Customer
Administrators, Dublin, Ireland
Role Summary
The role of Customer Administrator spans a number of different aspects
of Customer Administration i.e. Invoicing to Collections to Customer
Care. It is intended that all customer administrators experience these
different job elements on a rotation basis thus ensuring a fully rounded
understanding of the function so as to ensure 100% customer satisfaction.
Progress through these different job elements will depend on the individual
and the needs of the business.
Key Roles and Responsibilities:
Following defined invoicing processes to correctly Invoice all Rental,
Copy and FSMA charge invoices at respective dates in such a way that
both external and internal customers are 100% satisfied. Implementation
of all Account administration, payment demand and Collection activities
resulting from Sales, Rental and Full Service Maintenance Agreement
business of Xerox France. The Resolving of Customer Complaints which
fall within the scope of the assigned responsibilities. This is a
key interface role, where the agents can strongly Influence Customer
Satisfaction by positively managing the relationship with Xerox customers
through written and verbal communication. Agents will have at their
disposal a range of tools, processes and systems to address the customers’
enquiries with speed and efficiency.
Key Role Tasks
and Activities:
- Ensure that contracts are correctly set up and on time. The
daily report tasks could be anything up to one hundred and fifty
items.
- Setting up customer pricing. Process the on-going invoice inventories
within the prescribed schedules.
- Ensure that prepared invoices are sent out on time. To process
customer’s meter reading cards correctly.
- Terminating Contracts. Telephoning customers to clarify details,
to obtain further information or to explain billing.
- Ensure business targets on billing completeness, quality and
timeliness are achieved.
- Collection of all accounts, payment demands procedure and by
way of telephone collection on approximately one thousand accounts.
Outbound calls ranging from twenty-five to fifty five calls per
day.
- Implementation of permanent account administration, master data
administration and account analysis.
- Implementation of credit management, ascertainment of the payment
patterns and, if necessary, implementation of corrective measures.
- Able to work under pressure and reach targets to the best of
your abilities.· Ensure all customer account queries are
understood and that the calls are handled effectively.
- Answer somewhere in the region of thirty to fifty incoming customer
telephone calls per day and deal with them promptly, tactfully,
efficiently and with empathy. Ability to multi task activities.
- Validate customer data, account details, entitlements, and communicate
them to the customer.
- Where problems cannot be personally resolved use judgment to
forward issue’s as appropriate and manage their timely resolution.
- Escalate, to the next level, any unresolved customer issue’s
in order to meet their requirements within the time scales agreed.
- Contribute to the achievement of customer satisfaction targets.
- Database entry and management as well as efficient management
of incoming queries by our electronic post system.
- And any ad hoc duties as required.
Education and Experience:
Essential:
- Relevant and demonstrable experience of a customer administration
operation within a Multinational environment.
- Imperative that individual has an understanding of a least one
aspect of customer administration.
- PC literacy, particularly in MS Office (Windows NT).
- Demonstrate a customer focused orientation· Education
and experience to Industriekaufmann standard would be a strong
advantage· Good standard of oral and written German
Competencies:
Skills & Knowledge:
- Excellent analytical and problem solving skills.
- Ability to work own initiative
- Financial & commercial awareness / good numerical skills.
- Problem solving aptitude & ability Attributes:
- Ability to work closely with customers & providing solutions
to their problems.· Committed approach to team work.
- Resilient under pressure and able to quickly adapt to unforeseen
work demands.
- Self-motivated and willing to learn new skills
- Adaptable to a changing environment & flexible with regard
to working patterns.
- Able to control interactions with customers using persuasion
and influencing skills.
- Excellent communication skills.
Location: Dublin
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