Procurement Issue resolution Inquiry

Your Role and Responsibilities
• Resolves service problems using independent judgment. If necessary, must access other sources for input. clarifies the consumer’s complaint, determines the cause of the problem, selects, and explains the best solution to solve the problem, expedites correction or adjustment, following up to ensure resolution.
• Independently interact with our clients and various internal/external business partners to provide timely and complete resolution to inquiries/requests within established timeframes.
• Will talk directly with customers, and other agents via telephone; must have ability to build rapport and diffuse difficult conversations through soft skills and active listening.
• Collects consumer information and analyses customer needs via telephone.
• Gathers information, researches/resolves inquiries based on policy, procedures, AND logs customer Inquiries.
• Assists with complaints, errors, enrolment questions, billing, and cancellations.
• Develops a clear understanding and working knowledge of the AHCT marketplace system.
• Acts as an Subject Matter Expert (SME).
• Assists other team members handling consumer issues, as needed.
• Supports operational readiness via system testing *support, progress reports, and process gap analysis and contingency planning.

Required Technical and Professional Expertise
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyses information skilfully.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting.
• Verbal Communication - Excellent verbal communication skills required. Needs to talk with the Supplier/Client over phone/email as and when required. Listens and gets clarification; Responds well to questions.
• Written Communication - Writes clearly and informatively; Able to read and interpret written information.

Preferred Technical and Professional Expertise
• None
(Ref:www.freshersworld.com,freshersworld