Bilingual Customer Services Representative - Cat Card

Your Work Shapes the World at Caterpillar Inc.

Our common values and focus on inclusion and respect drive the decisions made by our company, teams and people. This is why we are committed to hiring and building diverse teams representative of the customers we serve globally. When you join our team, you can apply your unique life and job experiences and work in an environment where your ideas are heard, your contributions are celebrated, and your whole-self matters.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

About Cat Financial

Cat Financial is a subsidiary of Caterpillar Inc., the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For more than 40 years, Cat Financial has provided a wide range of financing solutions to customers and Cat dealers for machines, engines, Solar gas turbines, genuine Cat parts and services. Headquartered in Nashville, Tennessee, Cat Financial serves customers globally with offices and subsidiaries located throughout North and South America, Asia, Australia, Europe and Africa. Visit cat.com to learn more about Cat Financial.

Role Definition
Provides first line of support, coordination of services, problem resolution and/or recommendations on selectedproducts and services.

Responsibilities
• Addressing and resolving customer issues and inquiries. Ensuring all customer communication is clearly
documented.
• Identifying issues and determining appropriate course of action for effective resolution.
• Processing results from analysis of data.
• Execution of customer service standard processes. Maintaining customer accounts and relationships.

Degree Requirement
Degree or equivalent experience desired.

Bilingual Requirement

Proficient in both English and French - verbal and written.

Skill Descriptors
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primaryconsiderations in all business decisions and ability to leverage that information in creating customized customer
solutions.
Level Basic Understanding:
• Focuses activities on developing and maintaining positive customer relationships.
• Discusses general differences between internally and externally focused organizations.
• Cites the cost and benefits of good versus poor customer service.
• Explains why customer satisfaction is important to successful product/service delivery.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customerneeds and expectations and provide excellent service in a direct or indirect manner.
Level Working Knowledge:
• Provides a quality of service that customers describe as excellent.
• Resolves common customer problems.
• Responds to unexpected customer requests with a sense of urgency and positive action.
• Provides direct service to internal or external customers.
• Documents customer complaints in a timely manner.

Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance toclients, both internal and external; ability to apply consulting knowledge appropriately.
Level Basic Understanding:
• Explains the roles and responsibilities of a consultant.
• Lists the typical phases of a consulting assignment or project.
• Presents a professional image, especially when dealing with customers.
• Describes the consulting process and relationship with clients.

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools andtechniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Level Basic Understanding:
• Explains characteristics and steps in an effective decision-making process.
• Identifies issues and communicates with others when a decision needs to be made.
• Names decision makers in own environment and cites examples of past decisions.
• Describes types of decisions incumbent may and may not make in own job or function.

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability toeffectively transmit, receive, and accurately interpret ideas, information, and needs through the application ofappropriate communication behaviors.
Level Working Knowledge:
• Delivers helpful feedback that focuses on behaviors without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Avoids technical jargon when inappropriate.
• Looks for and considers non-verbal cues from individuals and groups.

Listening: Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply informationtransmitted verbally, while exhibiting a genuine interest toward the speaker.
Level Basic Understanding:
• Identifies own listening habits.
• Describes listening techniques such as paying attention and confirming understanding.
• Accesses organizational resources for building listening skills.
• Explains the value in using good listening skills.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolvingorganizational, operational or process problems; ability to apply knowledge of problem solving appropriately todiverse situations.
Level Basic Understanding:
• Explains the value of a disciplined approach to problem solving.
• Describes problem reporting and escalation practices.
• Utilizes accepted procedures for problem analysis and resolution.
• Identifies key aspects of problem-solving techniques used in own area.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintainhealthy working relationships with clients, vendors, and peers.
Level Working Knowledge:
• Provides prompt and effective responses to client requests and interactions.
• Monitors client satisfaction levels on a regular basis.
• Alerts own team to problems in client satisfaction.
• Differentiates the roles and responsibilities in a business relationship.
• Works with clients to address critical issues and resolve major problems.

This Job Description is intended as a general guide to the job duties for this position and is intended forthe purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as anexhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. Atthe discretion of management, this description may be changed at any time to address the evolving needsof the organization.