Customer Service Representative - Night Shift for US Finance Products Support at John Deere Financial

Join the John Deere Financial Team as a Customer Service Representative

John Deere Financial (JDF) is a leading provider of financial services to customers and dealers in the agriculture, turf, and construction industries. As a global company with a strong presence in the United States and India, we are seeking a highly skilled and customer-focused individual to join our Contact Center team in Pune, India. As a Customer Service Representative, you will play a critical role in delivering exceptional service to our customers and dealers by resolving their inquiries and concerns related to finance products.

About the Role

We are looking for a dedicated and results-driven Customer Service Representative to join our night shift team, supporting customers and dealers in the United States. As a Customer Service Representative, you will be responsible for researching and resolving inquiries received via inbound calls on a variety of finance products, including installment, revolving, and leasing finance products. You will work in a fast-paced environment, utilizing your excellent communication and problem-solving skills to provide timely and accurate solutions to customers and dealers.

Key Responsibilities

• Respond to Customer Inquiries: Research and resolve North American inquiries received via inbound calls from customers and dealers on a variety of finance products, achieving service level expectations.
• Night Shift Operations: Work in a night shift environment, supporting United States customers and dealers, with job timings of 6:30 P.M. - 4 A.M. (8 months) / 7:30 P.M. - 5 A.M. (4 months).
• Document Customer Interactions: Document customer and dealer interactions, entering descriptive information online to provide history and track issue resolution.
• Escalation Resolution: Resolve and make business decisions on escalated and complex questions, referencing multiple screens and/or documents.
• Trend Identification and Feedback: Track trends and identify streamlined processes for customer, dealer, and product concerns, informing and providing feedback to appropriate departments or units.
• Technical Support: Support troubleshooting technical online requests, such as helping customers reset passwords, navigate JDF websites, etc.
• Performance Metrics: Deliver on key performance indicators around quality, effort, productivity, and accuracy, adhering to legal expectations and procedures.

Essential Qualifications

• Language Skills: Proficient listening and comprehension skills in English, with clear written and verbal communication in English, using proper grammar and an accent understandable by customers.
• Customer Centricity: High level of patience and customer centricity in resolving customer service requests.
• Technical Skills: Proficient in using Microsoft Office applications, intranet, and internet.
• Multi-Tasking: Able to multi-task and work well in a fast-paced environment.
• Independent Decision-Making: Experience independently gathering appropriate information and diagnosing the cause of a problem before taking action, with the ability to make independent decisions.
• Negotiation and Conflict Resolution: Experience with negotiation and conflict resolution, along with strong attention to detail and basic math skills.
• Finance Products Knowledge: Knowledge of installment, revolving, and leasing finance products is preferred.

Preferred Qualifications

• Industry Experience: Experience in the Banking and Financial Services Industry, specifically in customer support services catering to US customers (1-3 years).
• Call Center Experience: Experience working in a customer service or related customer-oriented environment in an International Call Center Setup (1-3 years).
• Microsoft Tools: Experience using Excel, Microsoft Word, and other Microsoft tools (1-3 years).
• Team Environment: Work experience in a team environment (1-3 years).
• Transaction Data Entry: Experience with transaction data entry and processing (1-3 years).

Education

• Graduation: Graduate or postgraduate in any discipline.

What We Offer

At John Deere Financial, we offer a dynamic and supportive work environment, opportunities for career growth and development, and a comprehensive benefits package. As a Customer Service Representative, you will have the chance to work with a global team, develop your skills and expertise, and make a positive impact on our customers and dealers.

Why Join Us?

By joining our team, you will be part of a company that values its employees and offers:

• Competitive Compensation: A competitive salary and benefits package.
• Career Growth: Opportunities for career advancement and professional growth.
• Training and Development: Comprehensive training and development programs to enhance your skills and expertise.
• Dynamic Work Environment: A dynamic and supportive work environment that encourages collaboration and teamwork.
• Employee Recognition: Recognition and rewards for outstanding performance.

How to Apply

If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

Apply Now and be part of the John Deere Financial team!