What you will do

• Answering and managing incoming calls, handling 800-line inquiries, and providing appropriate responses.

• Providing customer support and resolution by quickly and effectively addressing questions, concerns, and complaints while maintaining professionalism.

• Escalating issues when necessary by identifying and forwarding complex cases to the appropriate department for resolution.

• Managing disputes and inquiries received through the Service Now platform, ensuring compliance with SLA guidelines and conducting timely follow-ups.

• Providing documentation and support, including invoice copies, statements, and supporting documents like POs, PODs, and Bills of Lading.

• Maintaining organized records to support dispute resolution and facilitate audits.

• Collaborating with internal teams such as Sales and Customer Service to resolve disputes efficiently.

• Ensuring compliance and service quality by following company guidelines, maintaining high service standards, and managing customer master data elements accurately.

 What you need

• Technical degree or at least 2 years of university studies, preferably in Business Administration, Accounting, Finance or related field

• Intermediate to advanced MS Office Suite

• Excel Intermediate

• Service Now

• Fluent spoken and written English – B2+ as minimum requirement, C1 desired

• Experience on collections-related ERP systems (SAP, Oracle, or others)

• 2 – 3 years of relevant experience in a Collections or Dispute Resolution or Trouble Shooting role (AP or AR)

• 1– 2  years of overall experience in Shared Services environment or multinational companies