Customer Support Specialist (OTC) - Room for Advancement

What to expect?

• Spot systemic (TAMPRO) alerts and proceed with remedial actions/critical issues as stipulated in operating procedures.
• Resolve and report on customer/vendor queries and problems of medium to large complexity. Troubleshoot and quickly diagnose less sophisticated problems in accordance with the Service Level Agreement (SLA)/key performance indicators and propose measures to prevent recurrence. Draft customer incident/problem reports and handle customer complaints under guidance of more senior staff/manager.
• Provide support on Order-to-Cash (OTC) queries. Work with the customer/vendor/partners to establish the root cause of problems and provide end-to-end service support, retaining ownership of a case, by resolving it individually or escalating it - in accordance with the SLA.
• Continuous Improvement. Contribute in continuously improving the working environment, participate in problem solving and deep dive sessions and propose/implement necessary changes. Analyze root causes of problems, generate Knowledge Base tips and participate during specifications definition to increase support capability, usability of products and decrease product complexity.
• Under the guidance of a coach, produce and control the quality of both internal and external training material, problem management procedures and on-line documented solutions.
• Maintain client relationships from an operational and technical perspective by establishing close working relationships with key contacts in the client's organization, the Swift service manager and the Swift account manager.
• Participate in service improvement projects within own area by executing parts of projects. May at some point manage small projects.

What will make you successful:

• Takes accountability for delivering results. Makes choices and decisions based on established practices and precedents; delivers results by overcoming a range of obstacles and issues and where timing may be critical.
• Demonstrates Operational Excellence. Delivers work to agreed specifications of timeliness and quality; seeks to improve ways of doing things; sets and meets high standards for own work; demonstrates commitment to security policy.
• Expands own specialist knowledge and skills by taking ownership of own development; encourages colleagues to bring forward and share new ideas and alternative solutions; demonstrates openness to utilise new approaches.
• Business Understanding and Commercial Sense. Applies understanding of how own division contributes to the business; uses knowledge of financial and business principles to deliver cost-effective solutions; adapts quickly to changes in the market, the industry and the organisation while upholding standards.
• Builds and reinforces customer relationships. Strengthens relationships by taking every opportunity to listen and respond to customers and adapt solutions to meet their needs; demonstrates and encourages customer focus in all relationships and activities.
• Leads with a team focus. Initiates effective co-operation and team working with others; provides support to new team members; appreciates style and background differences; demonstrates commitment to Swift values.
• Communicates effectively across a range of practical and operational issues; adjusts personal communication style to fit intended audience; listens to and respects other people's points of view.
• Ability to work on rotational shift to support 24/7 operations – APAC, Europe and American customer reach.
• Having 3- 4 years proven experience in customer-facing role/strong customer approach would be an added advantage.