Occupational Standard - SSC/N2309 | SSC

Occupational Standard - SSC/N2309

Occupational Standard - SSC/N2309
Code SSC/N2309
Version 0.1
Industry Sub-Sector IT-ITeS/Business Process Management
Title Deal with queries at the accounts receivable helpd
Description This unit is about dealing with queries received from customers relating to invoices they have received.
Scope

Scope

This unit/task covers the following:

Queries received by:

·     telephone

·     e-mail

·     chat

Appropriate people:

·     supervisor

·     members of the accounts payable team

·     subject matter experts

Performance Criteria

Performance Criteria (PC) w.r.t. the Scope

 

To be competent, you  must be able to:

PC1.      Greet customers and verify their details, following your organization’s  procedures

PC2.      Listen carefully to customers and ask appropriate questions to understand the nature of their queries

PC3.      Summarize and obtain confirmation from customers of your understanding of their queries

PC4.      Express your concern for any difficulties caused and your commitment to resolving their queries

PC5.      Record and categorize queries accurately using your organization’s query management tool

PC6.      Obtain relevant information from the accounts receivable system and communicate this information clearly to customers

PC7.      Confirm with customers their commitment to make timely payments, where required queries

PC8.      Refer queries that cannot be dealt with by reference to the accounts receivable system promptly to appropriate people

PC9.      Provide customers with a justifiable estimate of time to respond to their queries, where an immediate response cannot be given

PC10.    Monitor resolution of queries to keep customers informed about progress and any delays in resolving their queries

PC11.      Obtain confirmation from customers that their queries have been resolved to their satisfaction

PC12.      Record the resolution of queries accurately using your organization’s query management tool

PC13.      Comply with relevant standards, policies, procedures, guidelines and service level agreements (SLAs)  when dealing with queries at the accounts receivable helpdesk

Knowledge

Knowledge and Understanding (K)

A.      Organizational

Context (Knowledge of the company/  organization and  its processes)

You need to know and understand:

KA1.       Your organization’s standards, policies, procedures, guidelines and service level agreements (SLAs) for dealing with accounts receivable queries and your role in applying these

KA2.       Your organization’s guidelines and protocols for communicating with customers

KA3.       Your organization’s query management tool for recording and monitoring queries and how to use this

KA4.       Your organization’s systems and tools for recording historical queries and how to access this to identify solutions

KA5.       Your organization’s accounts receivable system and how to use this

KA6.       Limits of your role and responsibilities in relation to accounts receivable queries

KA7.       Types of financial information required from customers to make payment and how to obtain this

KA8.       Typical timescales for dealing with queries and the importance of complying with these

KA9.       Your organization’s terms of payment and when these can be negotiated

KA10.    Who to refer queries to when they cannot be resolved by the accounts receivable helpdesk

KA11.    The importance of keeping customers informed about timescales for progress and resolution of their query

KA12.    Typical response times for helpdesk queries and the circumstances in which these may be exceeded

KA13.    Your organization’s processes and procedures for reporting and handling exceptions and your role in applying these

KA14.    The importance of confirming resolution of queries to customers satisfaction

KA15.    Who to seek advice and guidance from

KA16.    Methods and techniques used when working with customers

KA17.    Standard tools, templates and scripts available for dealing with queries and how to access and use these

KA18.    Your organization’s policies and procedures for recording and storing records, maintaining information security and protecting data, and the importance of complying with these

B. Technical  

     Knowledge

You need to know and understand:

KB1.       Different styles and approaches when working with customers

KB2.       Techniques for conveying concern and commitment

KB3.       Different questioning techniques for understanding queries

KB4.       The importance of summarizing and confirming understanding of queries

KB5.       Common types of queries and how to resolve them

KB6.       The importance of timely payment from customers and techniques to achieve and confirm this

KB7.       Issues that may affect customers satisfaction and how to deal with these

KB8.       Current practice in customer service

Skills

Skills (S)

A.      Core Skills/ Generic Skills

Writing Skills

You need to know and understand how to:

SA1.       Complete accurate well written work with attention to detail

SA2.       Communicate with others in writing

Reading Skills

You need to know and understand how to:

SA3.       follow instructions, guidelines, procedures, rules and service level agreements

Oral Communication (Listening and Speaking skills)

You need to know and understand how to:

SA4.       listen effectively and orally communicate information accurately

SA5.       ask for clarification and advice from others

SA6.       communicate orally with colleagues regarding queries

B.      Professional Skills

 

 

Decision Making 

You need to know and understand how to:

SB1.       Identify anomalies in data

SB2.       Follow rule-based decision-making processes

SB3.       Make decisions on suitable courses of action

Plan and Organize

You need to know and understand how to:

SB4.       plan and organize your work to achieve targets and deadlines

CustomerCentricity

You need to know and understand how to:

SB5.       carry out rule-based transactions in line with customer-specific guidelines, procedures, rules and service level agreements

SB6.       check your own and/or your peers work meets customer requirements

SB7.       deliver consistent and reliable service to customers

SB8.       work effectively in a customer facing environment

SB9.       build and maintain positive and effective relationships with customers

Problem Solving

You need to know and understand how to:

SB10.     seek clarification on problems from others

SB11.    apply problem-solving approaches in different situations

Analytical Thinking

You need to know and understand how to:

SB12.    analyze data and activities

SB13.    pass on relevant information to others

Critical Thinking

You need to know and understand how to:

SB14.    apply balanced judgments to different situations

Attention to Detail

You need to know and understand how to:

SB15.    check your work is complete and free from errors

Team Working

You need to know and understand how to:

SB16.    work effectively in a team environment

SB17.    contribute to the quality of team working

SB18.    work independently and collaboratively

C.      Technical Skills

You need to know and understand how to:

SC1.       Use information technology effectively to input and/or extract data accurately

SC2.       Store and retrieve information

SC3.       Agree objectives and work requirements

SC4.       Keep up to date with changes, procedures and practices in your role

Attachment os_attachments/SSC_N2309_V0.1.pdf
Last Review On May 19, 2015, 4:19 p.m.
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