Contact to Cash (C2C) Advisor

The C2C Advisor is a professional with robust knowledge of Contact to Cash (C2C) processes and tools, whose role is to provide quick and focused answers to Client Servers (CS) when they need it.

The C2C Advisor constantly seeks to deliver the advice the CS are asking for, whether this is immediately through the channel chosen by the CS (phone, mail or chat) or by routing the query to a functional expert (including Finance, CRM, Risk Management, Resourcing, Tax, system technical advisors).

The C2C Advisor is part of a global network of C2C Advisors and functional experts as well as strongly linked to the regions they are serving.

They are on the edge of the latest C2C policies, tools and best practices to effectively support CS.

Requirements:

• Fluency in German (C2 level) and English
• Graduate and/or professional certification in a business related subject matter (i.e. Accounting, Finance) or commensurate experience in an Accounting or Finance role is required to perform this position
• A minimum of 1-2 years of experience in account and engagement support is required to perform this position
• Excellent listening skills to provide focused advice, coming with the ability to apply judgment and seek guidance on when to escalate to a functional expert
• Questioning/listening skills, being able to get quickly to the nub of what the CS really wants/needs: ability to view issues through the lens of a Client Serve
• Strong desire to help and support people requiring assistance
• Self-drive and ability to work with limited supervision 
• Logical approach to problem solving such that the end-solution is delivered to the customer’s satisfaction
• Professional approach, demonstrating tact and diplomacy
• Ability to prioritise workload and deliver outputs within strict deadlines Strong communication and partnering skills with people of all levels of the firm
• Highly effective at virtual teaming and influencing skills.

Essential Functions of the Job:

In practice, the C2C Advisor will:

• Answer telephone calls/emails/chats coming from the CS
• Partner with CS to help resolve their immediate C2C questions and issues while also educating and guiding them
• Make relevant decisions to ensure that CS receive a response within the SLAs, so that issues are resolved on a one-stop shop basis where possible, and where that is not achievable, escalated to the appropriate functional expert
• Respond in writing or by phone to queries in a courteous and helpful manner
• Log all calls, emails and chats into the system providing relevant details of the caller, query and resolution

To improve the service which C2C advisors as a group can provide, each C2C Advisor will continuously:

• Register new and common issues raised by CS so that the group can find improving ways to address these
• Develop a teaming mindset : share knowledge and provide support to other team members, across borders, service lines, and industries; leverage best practices
• Stay up to date with the firm’s latest C2C policies, processes and tools
• Utilize time in between call-taking to self-educate and seek additional knowledge
• Stay connected with the business and functional experts
• Aim for continuous improvement of the service provided to CS

We offer:

• Work in a young and dynamic teams
• Multisport card
• Private medical care
• Life insurance
• Language classes
• Healthy lifestyle program
• Sport groups
• Internal training sessions
• Relocation package