Field Account Services Representative

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.

Your Impact 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.

Job Summary

We are seeking a skilled Field Account Services Representative to join our Financial Product Division.

The incumbent would be responsible for Performing customer services, problem resolution, data analysis, solid relationship with internal and external customers to support business operation.

 The preference for this role is to be based out of Whitefield Office, Bangalore – Caterpillar PSN

  What you will do

Job Roles and Responsibilities

• Addressing general coverage issues and resolving general complaints.
• Ensuring all customer communication is smooth proceeded and clearly documented.
• Answering inbound and outbound customer service inquiries.
• Providing health analysis or troubleshooting, giving them feedback effectively and timely.
• Identifying issues and determining appropriate course of action for effective resolution, especially for critical or wide-impact problems.
• Analyzing quantitative and qualitative data from different perspectives for business results.
• Understand prime product or component health or status, taking appropriate action if required.

What you will have  

• Requires a university degree along with a equivalent experience

Skills desired:

Customer Focus : Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

 Level Working Knowledge:

• Communicates the importance of customer needs/expectations and commits to resolving them.
• Researches and verifies customer needs and expectations.
• Solicits customer satisfaction feedback and acts on improvement opportunities.
• Helps link organizational objectives to customer needs and expectations.
• Meets regularly with customers to understand their wants, needs and expectations.

Data Gathering & Analysis : Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment. Level Working Knowledge:

• Follows proper data gathering and analysis processes and policies.
• Reports problems that arise in the data collection process
• Participates in gathering and analyzing an organization's data based on requirements.
• Documents data from various sources and in various formats.
• Utilizes basic data collection and evaluation tools and techniques.

  Service Excellence : Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

 Level Extensive Experience:

• Anticipates customers' needs and satisfies them proactively.
• Resolves complex customer complaints or problems.
• Teaches others how to deliver excellent customer service in a variety of settings.
• Applies the concept of 'Moments of Truth' to customer service.
• Participates in developing a variety of effective ways to deal with difficult customers.
• Recovers from a service failure in a way that enhances customer's esteem of the organization.

 Decision Making and Critical Thinking : Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

Level Working Knowledge:

• Applies an assigned technique for critical thinking in a decision-making process.
• Identifies, obtains, and organizes relevant data and ideas.
• Participates in documenting data, ideas, players, stakeholders, and processes.
• Recognizes, clarifies, and prioritizes concerns.
• Assists in assessing risks, benefits and consideration of alternatives.

Effective Communications : Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. Level Extensive Experience:

• Reviews others' writing or presentations and provides feedback and coaching.
• Adapts documents and presentations for the intended audience.
• Demonstrates both empathy and assertiveness when communicating a need or defending a position.
• Communicates well downward, upward, and outward.
• Employs appropriate methods of persuasion when soliciting agreement.
• Maintains focus on the topic at hand.

 Problem Solving : Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

 Level Extensive Experience:

• Ensures capture of lessons to be learned from a problem-solving effort.
• Organizes potential problem solvers and leads problem resolution efforts.
• Uses varying problem-solving approaches and techniques as appropriate.
• Contributes to standard practices for problem-solving approaches, tools, and processes.
• Analyzes and synthesizes information and devises alternative resolution strategies.
• Develops successful resolutions to critical or wide-impact problems.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

 Level Extensive Experience:

• Communicates to clients regarding expectations of all parties.
• Participates in negotiating the terms of the business relationship.
• Conducts periodic reviews of work effort, progress, issues, and successes.
• Maintains productive, long-term relationships with clients or vendors.
• Creates opportunities to educate support teams on client priorities.
• Empowers others to establish collaborative, healthy relationships.

What you will get:

• Work Life Harmony
• Earned and medical leave.
• Flexible work arrangements
• Relocation assistance

Holistic Development

• Personal and professional development through Caterpillar ‘s employee resource groups across the globe
• Career developments opportunities with global prospects

Health and Wellness

• Medical coverage -Medical, life and personal accident coverage
• Employee mental wellness assistance program

  Financial Wellness

• Employee investment plan
• Pay for performance -Annual incentive Bonus plan.

  Additional Information:

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers

Caterpillar is an Equal Opportunity Employer (EEO)

EEO/AA Employer. All qualified individuals, including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

Posting Dates:

Caterpillar is an Equal Opportunity Employer (EEO).

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