Customer Service Support Manager

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

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.

Role definition

Manages customer service activities and initiatives for business unit.

• Oversee administrative processes supporting the Polish Customer Service department to ensure efficiency and compliance
• Manages customer service activities and initiatives for the business unit according to local regulations
• Expert customer service: anticipates customer needs, develops strategies for handling difficult customers, resolves complex issues, and recovers from service failures to maintain trust and satisfaction
• Leadership and training: coaches customer service team to achieve performance goals and objectives, provides constructive feedback, listens openly, and communicates effectively
• Supervises the alignment of the operations with internal policies
• Uses critical thinking techniques to organize data, clarify priorities, and support risk assessment and decision-making
• Coordinates processes related to contract creation/modification/termination/full term, etc.
• Collaborate with collection teams, legal teams and external legal partners, ensuring timely resolution of issues
• Oversee cooperation with insurance providers, including policy administration and claims handling
• Reviews and validates internal reports, ensuring accuracy and timely delivery
• Facilitates cross-departmental collaboration to optimize operational workflows

Requirements

• Equivalent experience in a similar position in a banking or financial institution desired
• Knowledge of customer service priorities, major responsibilities and overall organization of the customer support function or department
• Effective communication and ability to build strong relationships with clients, vendors and peers
• Strong decision-making and problem-solving skills
• Very good command of English (spoken and written)
• CRM systems and technologies: ability to learn processes and systems quickly (“learning agility”)
• Readiness to work on-site 5 days a week

We offer

• A full-time employment contract for indefinite period
• Base salary and quarterly bonus related to the company’s performance and individual results
• A comprehensive benefits package (i.a. private medical care, co-financing of a sport card, vacation subsidies, and educational support)
• A modern office in a prime location near Rondo Daszyńskiego metro station
• Extra days off for sickness
• A friendly team and a positive working atmosphere
• Opportunities to gain valuable experience and grow within a well-established American company

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

Not ready to apply? Join our Talent Community.