Operational/ back office Support

Job Description

Position Title: Bilingual Operational Support

Language (s): All applicants must speak fluent English. Any other language is a plus

Contract Type: Labor / Indefinite Terms

Equip. required: Computer 8GB RAM / Windows 10 or later / Internet speed 30 MB

Job Start Date: Immediate

Location: 100% Remote

Country: Colombia

Hours: 8:00 AM to 5:00 PM US CST Monday to Friday. Flexible schedule based on business needs

Reports To: Operational Support Manager

Company Overview

D&S Global Solutions provides world-class Order-to-Cash solutions, leveraging proprietary technology and global delivery capabilities, to deliver frictionless customer experience and optimized client outcomes. D&S Global Solutions was founded in 1997, headquarters: Austin, TX. Current clients include many of the most sophisticated service companies in technology, financial services, agriculture, and credit issuers, including several Fortune 100 companies. D&S teams are in North America, LATAM, EMEA and Asia providing services into over 190 countries for our clients.

Job Description

The operational support conducts an interface within the operations team (collections / accounts receivable agent) and the client.

Essential Duties and Responsibilities include the following:

1. Retrieve and save invoices and other documents received from clients
2. Update the customer account to ensure the information is available representatives to review and utilize.
3. Ensure New tickets are sent to the client in a timely manner
4. Following up with the client on open tickets
5. Maintain and update client folders to provide easy access and retrieval for all ABC associates.
6. Prepare and generate various reports, including daily revenue, escalation and pivot reports to clients and ABC personnel as needed, providing up to date account data.
7. Monitor 1st and 3rd Party mailboxes to ensure correspondence from clients are handled in a timely manner.
8. Reviewing client systems to self-serve Ops requests where we have access
9. Make and receive contacts via telephone, email and chat for assigned duties
10. Utilize concise notes/updates in corporate/client databases
11. Demonstrate behaviors reflecting our policies 
12. Maintain a positive customer relationship 
13. Exceed standards expressed by the client 
14. Working with International/Latam tickets/cases (backup requests, payment requests, general collection inquiries) 

Qualifications:

• Ability to speak fluently and write clearly in English
• 1-3 years of Experience in Customer Service/Back office roles
• Attention to detail
• Excellent written and verbal communication skills
• Ability to work in multiple systems
• Adaptable to change in a fast-paced work environment
• Ability to manage multiple projects and priorities
• Proficiency in MS Word and Excel
• Ability to build rapport, ask questions, listen and redirect the conversations
• Ability to overcome objections, analyze responses and negotiate resolutions
• Work independently and as part of a team to achieve required metrics and standards
• Solid time management skills
• Knowledge in customer service
• Ability to adapt to new business opportunities, challenges and client demands
• Excellent verbal and written communication skills
• Ability to learn and grow with our organization