Company Description
- Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services.
Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.
Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology.
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**Job Description**:
**Position Summary**
The Escalation Role is a member of the collections team, which leads and handles escalations resulting from account management, customer experience, SLA and KPIs.
This role brings strategy, structure, executive attention, and additional internal resources to customer challenges that would otherwise result in a high level of customer dissatisfaction.
The role will be responsible for managing and driving to resolution high profile customer critical issues, analyzing escalation trends and reporting back to leadership on the drivers of customer dissatisfaction.
**General Job Responsibilities**
Responsible for:
- Drive and monitor complex escalations from initiation through resolution by developing a success-driven plan while leading a cross-functional team with customers and internal key stakeholders.
- Report and escalate efforts to resolve complex customer experience problems
- Supports the response and coordination between both the customer and internally to key stakeholders and senior leadership.
- Provide process improvement recommendations for improving customer experience
- Support lessons learned and conduct Post Escalation Review process
- Provide Account Escalation updates and summaries to a weekly staff review
**Qualifications**:
- Advanced student in accounting or a related field (Accounting, Business Administration, Economics, Industrial Engineering)
- Strong computer skills including MS Office (Excel) and Adobe Reader, banking portals, and other ERP systems, preferred.
- English level C1
- Customer success mindset and proven track record
- Negotiation, mediation, and conflict management skills
- Strong data analytics and report management skills
- Can work independently on low to moderate complexity account escalations
- Ability to communicate complex ideas effectively verbally and in writing with both customers and internally
- Analytic, communicative, problem-solving as well as negotiation skills.
- Knowledge of accounts receivable processes including account reconciliation, EDI transmissions, portals management.
- Escalations management experience
- Minimum of 4/ 5 years in an accounts receivable role.
Experience in a business service center is a must.
Additional Information