Provide support to internal and external stakeholders as well as supporting customer audits and operational data reporting requests, through the Portal, email, phone, or other channels. Key responsibility includes overseeing the end-to-end customer audit process and generation of operational data reports within the region including task creation, case management follow up actions.

Liaise with other support teams (Internal/External) as required to fulfil requests in a timely manner.  Primary responsibilities are focused on handling requests and ensuring timely transactional processing

Key roles & Responsibilities

Roles and Responsibilities include, but is not limited to:
• Assist with end-to-end customer compliance audits and including triage, task creation, case management follow up actions for audits for all customers within assigned region
• Triage, assign and manage audit cases generated from the Global Portal
• Partner with sub-regional Customer Audit Managers to ensure successful execution of customer compliance audits. Ensuring all requirements are met and necessary support from internal teams.
• Responsible for generating operational data reports for all customers within assigned region

Reporting Lines & Competencies:

Knowledge of…
• Basics of business correspondence
• Using various computer applications
• Computer Navigation
• Strong proficiency with MS Office, Outlook, and Windows troubleshooting and support

Behaviours
• Collaborating and influencing: Working in a matrix environment, able to engage people in a dialogue to gain commitment and bring them "on board", linking their perspective to the intent.
• Customer and Business focused: Understands the importance of internal stakeholders and therefore works to build strong relationships and to maintain clear channels of communication.
• Customer centricity and natural drive to work with other areas of the business to provide the customer with the best possible outcome.

Skills
• Strong English language verbal and written skills: ability to articulate clearly and to be understood
• Ability to interface with internal functional teams as well as customers.
• Ability to think and apply analytical conclusions for reviewing data reporting.
• Problem solving ability - Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, and understands the difference between critical details and unimportant facts.  
• Excellent interpersonal and communication skills; Listens attentively, speaks clearly and concisely, creates accurate and punctual reports, and can communicate on different stakeholder levels and with sensitivity. 
• Team player that connects people and unites them to do the right things for our customers (without the authority to instruct them to do so). 
• Excellent organisational skills to ensure all internal departments contribute to delivering a timely and high-quality experience to our customers. 
• Ability to act on their own initiative and with minimal supervision. 
• Demonstrates integrity and ability to maintain confidentiality

• Completed at least 2 years in college or a 2 year Vocational or Certificate course in any field or in BPO/KPO or similar industry
• IT/Tech/Customer Service backgrounds are a plus.
• Minimum of 5 years’ experience in an advanced role in the Customer Support profession