Key Responsibilities:

Please submit your CV in English.

Employee Contract Type:

This position is open for Local Applicants based in any location (except in the United States) where WVI is registered to operate

Open-ended contract (Full time)

HAY Grade: 14

JOB PURPOSE

This role is about being a Shared Services (SS) customer advocate and liaison person that would improve the ability to manage customer issues and concerns. It is independent of the operational Shared Services processes.  This person will take care of the internal Shared Services escalation cases.

The position holder is expected to be able to use a variety of communication channels, systems and tools and always choose the most effective ones for the task. The person will take pride in serving the customer exceeding expectations, and acting as a liaison with the Shared Services operations when needed.

The post holder must be able to explain complex issues clearly, and engagingly, and collaborate closely with all stakeholders and mostly, be able to identify root causes and provide a solution.  Direct contact with different internal and external stakeholders is key to the position.

The person will maintain close cooperation with the Shared Services, Supply Chain, ProVision, Customer Service and Change Management & Communications areas, which will support all its efforts and training when needed and or requested. This person will also participate in any ad hoc projects or assignments.

MAJOR RESPONSABILITES

Supports the SS customers and operations as customer advocate and liaison. Resolves escalated customer dissatisfactions.

• Attends customers’ escalations within the BSD, P2P, R2R, H2R, OPeX, and any other operational related SS area that might be added in the future.   Improves the ability to manage issues and concerns for the customers.
• Chase issues, do follow up, and respond to customer escalations, while the SS operations keep the focus on the primary processes.
• Implements measurement and monitoring the approach to ensure appropriate management information on escalation risks related to service transformation & delivery.
• Disputes Investigation, Resolution, and Prevention & Process Improvement by reviewing the causes and possible costs of complaints, recommends procedures for avoiding claims, and investigate alternatives for early, equitable settlement of escalations/complaints.

System (s) supporting the process:

• Responsible for the Voice of the Customer Management System (VoC MS) and any other tool that might be used to support the process.

Advocacy of customer service.

• Generates and maintains advocacy at different levels of the respective teams and stakeholder buy-in for the implementation and sustenance of the customers’ escalation process.
• Demonstrates best practices & Client Partnership SPoC keeping in mind that client relationships matter and the clients are reason for being and the ones that propulsion the Shared Services forward.

KPIs and Reports

• Accountable for the KPIs defined for the VoC Advocacy/Liaison Process.
• Demonstrates how effectively is achieving the key objectives, using a dashboard and giving the organization periodical insights into the current performance.
• Analysis the results by breaking the data into smaller parts in order to gain a better understanding of it and making the results understandable to the concerned parties and applies directly of with the help of SMEs statistical practices to organize, represent, describe, evaluate, and interpret data to facilitate the decision making and improvement processes.

Training, Projects, and AD-hoc Duties.

• Manages and facilitates the delivery of training and subsequent follow-up activities, including effectiveness assessment.

KNOWLEDGE/QUALIFICATIONS FOR THE ROLE

Required professional experience, education, training, license, registration, and certification:

• Bachelor’s degree in Business Administration, Project Management, Customer Relationship Management, Operations, Public Relations or related field or its equivalent.  Or relevant experience in lieu of a formal degree or proven adoption of new skills
• At least 4 – 5 years of relevant experience.
• Customer relationship management or customer service support, ideally in a NGO and Shared Services environment.
• Experience supporting the development and delivery of comprehensive, level 3 actionable customer service and engagement plans/activities for exceeding customer expectations and providing a solution, including impact assessments, stakeholder analysis, engagement strategies,  networks, action plans, and process improvement activities.
• Experience in large and complex organizational, working with cross-functional team comprised of members with diverse skill sets.
• Able to deal with diversity in cultures, languages, time zones, etc. when servicing the internal and external customers.
• Knowledge of customer service methodologies associated with improvement opportunities and escalation processes (Level 3) and providing solutions.
• Customer center focus with clear orientation to exceed customer expectations.
• Excellent writing and editing skill in English and Spanish. Other languages a plus.
• Master’s degree a plus
• Experience working as part of virtual teams.

Preferred skills, knowledge and experience:

• Business acumen
• Categorization of problems/situations and acting accordingly
• Comfortable presenting to different audiences
• Demonstrated experience in problem-solving, customer-centric service, and continuous improvement
• Develop a partnering/collaborative model with internal and external customers with the ability to work with flexibility to achieve the outcomes.
• Effectively demonstrates use of emotional intelligence in interactions with internal and external teams, customers and stakeholders, especially when dealing with sensitive information and cases.
• Empowerment to speak up and facilitate the liaison role
• Escalation
• Excellent organizational and written/verbal communication skills that favors clarity and the reach of issue solution.
• Flexible, collaborative approach to problem-solving, in which creative and quick thinking can lead to swift resolution and customer satisfaction.
• Focus on excellence of the tools and solutions to increase the operational efficiency of the change management process
• Follow-up
• Mediation
• Negotiation
• Prioritization
• Problem analysis, Problem-solving
• Process grounded
• Promote cross-functional collaboration
• Proven ability to manage multiple, time-sensitive products and competing priorities simultaneously with minimum guidance and high attention to detail
• Public relations
• Respect for diversity
• Strong communicator that can level up and down on topics with ease when dealing with customers and stakeholders.
• Strong customer service, organizational, prioritization, risk management, communication and people-orientation skills
• Understanding of root causes and business processes
• Well-versed in both online and offline environments
• Work in virtual and non-virtual environments.

Language Requirements:

• High level of professional and technical spoken and written English (For non-native speakers: minimum aptitude C1 Level; Preferred: C2 Level). Spanish, Portuguese or French are a plus.

Travel and/or Work Environment Requirement:

• The position requires the ability and willingness to travel nationally and/or internationally up to 15% of the time.

Applicant Types Accepted:

Local Applicants Only