About the RoleWhat to expect?Spot systemic (TAMPRO) alerts and proceed with remedial actions/critical issues as stipulated in operating procedures.Resolve and report on customer/vendor queries and problems of medium to large complexity. Troubleshoot and quickly diagnose less sophisticated problems inaccordancewiththe Service Level Agreement (SLA)/key performance indicators and propose measures to prevent recurrence. Draft customer incident/problem reports and handle customer complaints under guidance of more senior staff/manager.Provide support on Order-to-Cash (OTC) queries. Work with the customer/vendor/partners to establish the root cause of problems and provide end-to-end service support, retaining ownership of a case, by resolving it individually or escalating it - inaccordancewiththe SLA.Continuous Improvement.Contribute in continuously improving the working environment, participate in problemsolving and deepdive sessions and propose/implement necessarychanges. Analyze root causes of problems, generate Knowledge Base tips and participate during specifications definition to increase support capability, usability of products and decrease product complexity.Under the guidance of acoach, produce and control the quality of both internal and external training material, problem management procedures and on-line documented solutions.Maintain client relationships from an operational and technical perspective by establishing close working relationships with key contacts in the client's organization, the Swift service manager and the Swift account manager.Participate in service improvement projects within own area by executing parts of projects. May at some point manage small projects.What will make you successful:Takes accountability for delivering results. Makes choices and decisions based on established practices and precedents; delivers results by overcomingarangeof obstacles and issues and where timing may be critical.Demonstrates Operational Excellence. Delivers work to agreed specifications of timeliness and quality; seeks to improve ways of doing things; sets and meets high standards for own work; demonstratescommitmentto security policy.Expands own specialist knowledge and skills by takingownership of own development; encourages colleagues to bring forward and share newideas and alternative solutions; demonstrates openness to utilise newapproaches.Business Understanding and Commercial Sense. Applies understanding of how own division contributes to the business; uses knowledge of financial and business principles to deliver cost-effective solutions; adapts quickly to changes in the market, the industryandthe organisation while upholding standards.Builds and reinforces customer relationships. Strengthens relationships by taking every opportunity to listen and respond to customers and adapt solutions to meet their needs; demonstrates and encouragescustomerfocus in all relationships and activities.Leads with a team focus. Initiates effective co-operation and team working withothers; provides support to new team members; appreciates style and background differences; demonstratescommitmentto Swift values.Communicates effectively across arangeof practical and operational issues; adjusts personal communication style to fit intended audience; listens to and respects other people's points of view. Ability to work on rotational shift to support 24/7 operations – APAC, Europe and American customer reach.Having 3- 4 years provenexperience in customer-facing role/strong customer approach would be an added advantage.You may like to know the team better by knowing the people in the team. Review LinkedIn profile of the people on the list below:Aisyah Normadi – Recruiter for the role.What we offerWe put you in control of careerWe give you a competitive packageWe help you perform at your bestWe help you make a differenceWe give you the freedom to be yourselfWe give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. An environment in which everyone's voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion, or veteran/military status.
