Control Tower Agent with English/German/Italian/French/Dutch/Spanish/Mandarin

Our client, a leading international company in electronics, is looking for a motivated and experienced candidate to join their Shared Service Centre team in Prague.

Brief description:

Based within a Shared service centre located in Prague the Control Tower Agent (CTA) is responsible for managing the area of open claims and providing solutions to the consumers by:

  • Identifying the case of long opened claims

  • Reviewing cases for authorisation

  • Supporting the approval process

  • Reporting monthly / weekly on progress

This function should be performed in close cooperation with the Consumer Care managers and Vendor managers in countries, with the relevant SSC support functions in Prague and Gorzow, TV production, distribution and finance.

Key areas of responsibility:

  1. Monitor in the system the repair centre = Central Service Provider (CSP) performance on daily level

  2. Monitor & answer the CSP’s authorisation requests escalated to Central team (CT) in TCA (internal system) on daily bases

  3. Monitor the CSP’s claims requests in TCA system escalated to CT on daily bases

  4. Claims Support TCA on daily base

  5. Summarise the KPIs for a weekly business review on weekly level​​

  • Performance

  • Cost

  • General

  • Quality

  1. Summarise the KPIs for a monthly business review on monthly level

Organisational context:

Reports to Team lead based in the Netherlands

Interactions with other stakeholders :

  • Consumer care managers in countries

  • Workshops – repair centres

  • Relevant functions in the Shared Service Centres (order fulfilment, finance etc)

Capabilities required:

  • Type of degree : Secondary degree (High School)

  • Experience : 2-3 years in a similar position

  • Good understanding of the business environment in international company

  • Technical background – working with systems, process coordination

  • Word, Excel, knowledge of SAP is advantage

  • Analytical thinking in order to provide reliable information

  • Fluent in English and one of the other languages (French, Dutch, Italian, Spanish, German)

  • Excellent communication with internal functions and external customers

  • Proactive behaviour in order to reach commitments

  • Structured approach, sense of organisation

Key performance indicators:

  • KPIs are defined by the company at global level

  • KPIs reflect area of responsibility and so typically are linked to:

  • Service Cash out, Cost Per Incident, Turnaround Time, Net Promoter Score etc.

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