Responsibilities
Communicating with customers by telephone, email, letter and face to face;
investigating and solving customers' problems/complaints which may be complex or long-standing problems that have been passed on by customer service assistants;
analyzing statistics or other data to determine the level of customer service
producing written information for customers
developing customer service procedures, policies and standards for the team to use
being involved in staff recruitment and appraisals;
training staff to deliver a high standard of customer service;
leading or supervising a team of customer service staff;
Provide clear guidance & leadership to APAC CSR team. Work closely with planning and DC team to raise up customer satisfactions in terms of shipment reliabilities, responsiveness and other service elements
Continuously review & reinforce Order process procedure according to departmental target, guidelines & smart goals. Seek efficiency improvements opportunities through increased productivity, outbound delivery/logistics costs management, familiarity & updates on BLP or other future new infrastructure.
Promote an innovative, proactive teamwork environment and develop CSR skill set and intelligence.
Interact with EMEA and NA counterparts to share experience / information / good practices.
Consolidate standard management reports & special reports as required, eg. KPI.
Support & Participate in other local, AP, International initiatives as needed.
Requirements
Degree/diploma or equivalent experience
Computer literate, exposure to Microsoft windows, Microsoft Office a plus
At least 2 years experience related to order fulfillment at a manufacturer/distributor
Excellent communication skills
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