Escalations Analyst-obc

hace 2 semanas


San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo
Company Description

  • Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology. _

Job Description:

Position Summary


The Escalation Role is a member of the collections team, which leads and handles escalations resulting from account management, customer experience, SLA and KPIs.

This role brings strategy, structure, executive attention, and additional internal resources to customer challenges that would otherwise result in a high level of customer dissatisfaction.

The role will be responsible for managing and driving to resolution high profile customer critical issues, analyzing escalation trends and reporting back to leadership on the drivers of customer dissatisfaction.


General Job Responsibilities

Responsible for:

  • Drive and monitor complex escalations from initiation through resolution by developing a successdriven plan while leading a crossfunctional team with customers and internal key stakeholders.
  • Report and escalate efforts to resolve complex customer experience problems
  • Supports the response and coordination between both the customer and internally to key stakeholders and senior leadership.
  • Provide process improvement recommendations for improving customer experience
  • Support lessons learned and conduct Post Escalation Review process
  • Provide Account Escalation updates and summaries to a weekly staff review

Qualifications:

  • Advanced student in accounting or a related field (Accounting, Business Administration, Economics, Industrial Engineering)
  • Strong computer skills including MS Office (Excel) and Adobe Reader, banking portals, and other ERP systems, preferred.


English level C
  • Customer success mindset and proven track record
  • Negotiation, mediation, and conflict management skills
  • Strong data analytics and report management skills
  • Can work independently on low to moderate complexity account escalations
  • Ability to communicate complex ideas effectively verbally and in writing with both customers and internally
  • Analytic, communicative, problemsolving as well as negotiation skills.
  • Knowledge of accounts receivable processes including account reconciliation, EDI transmissions, portals management.
  • Escalations management experience
  • Minimum of 4/ 5 years in an accounts receivable role. Experience in a business service center is a must.
Additional Information

  • San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Amazon Finance & Global Business Services (FGBS) plays a crucial role in the company's mission to become Earth's most customer-centric organization. FGBS encompasses finance functions such as Financial Planning and Analysis (FP&A), Accounting, Tax, as well as other functions like Global Real Estate and Facilities (GREF), Investor Relations, and...


  • San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Company Description Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000...

  • Business Analyst I

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Object Technology Solution A tiempo completo

    OTSIObject Technology Solutions, Inc) has an immediate opening for a Business Analyst IBUSINESS ANALYST I (REMOTE/HYBRID)MAJOR RESPONSIBILITES: The Business Analyst I will perform critical operational tasks and drive operational efficiencies to ensure operations are effectively running at optimum capacity. The Business Analyst I will communicate with our...

  • Accounts Payable Analyst

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Technical Degree, Bachelor's Degree in progress (1+ years) or Bachelor's Degree in Finance, Business Management, Accounting or related fields. Experience in Accounts Payable of over 2+ years, with experience on vendor issue resolution. Proven experience conducting Data Analysis & Reporting. Past experience delivering process improvement independently. Track...


  • San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    2+ years of finance operations/shared services, accounts payable, account receivable (collections) or general ledger experience Knowledge of Excel at an advanced levelAmazon Finance & Global Business Services (FGBS) plays a key role in the company's mission to be Earth's most customer-centric company. FGBS includes finance functions like Financial Planning...


  • San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Bachelor's degree in accounting and commerce (B. Com) Knowledge of Excel at an advanced levelAmazon Finance & Global Business Services (FGBS) plays a key role in the company's mission to be Earth's most customer-centric company. FGBS includes finance functions like Financial Planning and Analysis (FP&A), Accounting, Tax, as well as other functions like...


  • San Francisco, Heredia, Costa Rica Amazon A tiempo completo

    Amazon Finance & Global Business Services (FGBS) plays a key role in the company's mission to be Earth's most customer-centric company. FGBS includes finance functions like Financial Planning and Analysis (FP&A), Accounting, Tax, as well as other functions like Global Real Estate and Facilities (GREF), Investor Relations, and Benchmarking.Corporate AP team...


  • San Francisco, Heredia, Costa Rica Amazon A tiempo completo

    Amazon Finance & Global Business Services (FGBS) plays a key role in the company's mission to be Earth's most customer-centric company. FGBS includes finance functions like Financial Planning and Analysis (FP&A), Accounting, Tax, as well as other functions like Global Real Estate and Facilities (GREF), Investor Relations, and Benchmarking.Corporate AP team...

  • Senior Analyst

    hace 2 semanas


    San Francisco, Heredia, Costa Rica DHL A tiempo completo

    Would you like to be part of the most international company in the world?A company operating in more than 220 countries worldwide, and has been pioneering cross-border express shipping since 1969. With over 550,000 employees, we connect people, improving their lives.Discover the spirit of DHL EXPRESS and make your next career move todayCareer opportunities...


  • San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Company DescriptionExperian is the world's leading global information services company. During life's big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and...

  • Billing Analyst Senior

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Equifax A tiempo completo

    Equifax is where you can power your possibly. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.The Billing Senior Analyst performs daily activities in billing including updating customer profiles, creating and distributing invoices in a...

  • Operational Risk Analyst

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    The Third-Party Management (TPM) Risk and Performance Analyst will join Citi's Enterprise Third Party Management group, which is accountable for the end-to-end Third-Party Management program at Citi, for internal Third Parties, also known as Inter-Affiliates.The Internal Oversight and Operations team, within Enterprise TPM, provides operational support,...


  • San Francisco, Heredia, Costa Rica 11274 Citi Business Services Costa Rica, SRL A tiempo completo

    The Ops Accounting Analyst 2 is a developing professional role. This role involves applying specialty area knowledge to monitor, assess, analyze, and evaluate processes and data. Responsibilities include identifying policy gaps, interpreting data, making recommendations, and researching factual information. The role also involves recognizing inconsistencies...


  • San Francisco, Heredia, Costa Rica Amazon A tiempo completo

    Do you love payroll? Join our team and perform a different payroll process with usWe are looking for a payroll analyst who wants to own a complex role, to take the payroll experience to another level and help build our rapidly growing company. We are encouraged and driven to improve processes and look for better solutions every day.Amazon seeks a Payroll...


  • San Francisco, Heredia, Costa Rica Amazon A tiempo completo

    Do you love payroll? Join our team and perform a different payroll process with usWe are looking for a payroll analyst who wants to own a complex role, to take the payroll experience to another level and help build our rapidly growing company. We are encouraged and driven to improve processes and look for better solutions every day.Amazon seeks a Payroll...


  • San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    2+ years of finance operations/shared services, accounts payable, account receivable (collections) or general ledger experience. Driving process improvements independently. Excellent in communication skills written/verbal, internal/external. Fully proficient English and Spanish (Portuguese is a plus).Amazon Finance & Global Business Services (FGBS) plays a...


  • San Francisco, Heredia, Costa Rica Amazon A tiempo completo

    Amazon Finance & Global Business Services (FGBS) plays a key role in the company's mission to be Earth's most customer-centric company. FGBS includes finance functions like Financial Planning and Analysis (FP&A), Accounting, Tax, as well as other functions like Global Real Estate and Facilities (GREF), Investor Relations, and Benchmarking.The FGBS team is...


  • San Francisco, Heredia, Costa Rica Amazon A tiempo completo

    Amazon Finance & Global Business Services (FGBS) plays a key role in the company's mission to be Earth's most customer-centric company. FGBS includes finance functions like Financial Planning and Analysis (FP&A), Accounting, Tax, as well as other functions like Global Real Estate and Facilities (GREF), Investor Relations, and Benchmarking.The FGBS team is...


  • San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Do you love payroll? Join our team and perform a different payroll process with usWe are looking for a payroll analyst who wants to own a complex role, to take the payroll experience to another level and help build our rapidly growing company. We are encouraged and driven to improve processes and look for better solutions every day.Amazon seeks a Payroll...

  • Retail Analyst Level Ii

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Auxis A tiempo completo

    Job Summary:The Retail Analyst Level II oversees daily urgent and complex incidents/requests as required by their leads and Analysts, They must understand all current documented procedures, and promote all problem solving and investigational skills with the team members.Responsibilities: Identify reoccurring incidents or situations affecting multiple users...