Customer Care Specialist 2

Job Description

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• Process customer orders, credits, rebills, billing adjustments, and related review or release transactions.

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• Support customer, regional, and country-specific business requirements as assigned.

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• Provide inquiry and email support to internal stakeholders and external customers, ensuring requests are addressed promptly, accurately, and professionally within the assigned scope.

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• Collaborate cross-functionally to ensure business requirements and timeline commitments are met.

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• Proactively communicate issues, risks, roadblocks, and status updates for assigned areas of responsibility to assigned contacts and leaders.

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• Manage case assignments and maintain accurate records of customer interactions, inquiries, resolutions, and follow-up activities.

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• Action and document validations in SAP ERP system and Excel reports as assigned.

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• Exercise sound judgment to identify issues requiring escalation and engage appropriate teams or management to ensure timely resolution.

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• Clearly communicate resolutions, recommendations, and next steps to customers and internal partners.

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• Apply established policies, procedures, and business practices to make informed decisions and determine appropriate actions.

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Education

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• Bachelor's degree or equivalent work experience

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Skills and Experience

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• Minimum of 2 years of experience in customer support, order management, billing adjustment, operations support, or a related field.

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• Exceptional verbal and written communication skills.

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• Demonstrated ability to communicate information clearly and effectively to diverse audiences.

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• Proficiency with Microsoft Office applications and enterprise systems, including CRM and ERP platforms such as Salesforce (SFDC) and SAP.

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• Highly organized and detail-oriented, with the ability to manage multiple priorities while maintaining a high level of accuracy and productivity.

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• Proven ability to exercise sound judgment, resolve issues independently, and escalate matters appropriately when necessary.

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• Ability to work independently and collaboratively in a team-oriented environment.

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• Experience working in a fast-paced, deadline-driven environment.

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