Job Summary

You will answer incoming calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. You will be a member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting them in completing purchases online and over the phone. You will also inform customers of the product terms and features and project a professional company image through voice and online interactions.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description

DEPARTMENT:     Customer Service
REPORTS TO:    Head of Customer Service

 - Prompt call response
 - VOC registration
 - SPM system utilization & feedback to relevant dept on part availability
 - Interns role assignment & monitoring, Training schedule
 - Customers query response via Sprinkler (Facebook/Twiter/Instagram & Youtube)
 - Communication with marketing & other relevant department on any issues raised.
 - Online CSAT Survey & resolution rate
 - Content sharing on DB portal
 - Weekly sales status sharing ->Progress status: Follow ups with Opalnet
 - Monthly sales status sharing for all CIC members
 - IH repair scheduling for SNS service requests
 - Weekly/ Daily CIC status report update.
 - Daily CIC board calls update
 - Up- to date CIC white board call status update
 - Monthly report status sharing on need basis
 - WhatsApp chat support & follow up
 - WhatsApp CSAT Survey score & resolution rate
 - Content Sharing on DB Portal
 - Digital Portion Quantity improvement PIC
 - Follow up with own IH schedule in the system
 - Customer promise time management
 - e-mail response
 - VOC registration for customer feedback
 - VOC PIC--> Confirmation, contact & responsible PIC.
 - Follow up with all Disty PIC on monthly detractor status results
 - VOC analysis and result sharing with Disty & LG for action plan implementation
" - NPS analysis and result sharing with Disty & LG
 - Action plan implementation "
 - Detractor system management: Customer follow up and system update. For all Disty
 - Emails response PIC
 - Response L/T monitoring
 - Monthly customers query compilation, follow up response.
 - Call counsel registration for emails querry
 - Respond to thinQ queries and comments on GSFS
 - Escalate App issues, customer suggestions to HQ developer

Key Qualifications
Requires a bachelor's degree in area of specialty and 1-5 years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices and procedures.
A wide degree of creativity and latitude is expected. Typically reports to management.
Self-Directional and entrepreneur.

Skills & Proficiency:
•    Customer Service
•    Salesmanship
•    Data Entry Skills

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