Customer Care Specialist 2

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


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


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


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


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


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


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


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


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


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

Education

• Bachelor's degree or equivalent work experience

Skills and Experience

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


• Exceptional verbal and written communication skills.


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


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


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


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


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


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