Job Roles:
Customer Inquiries Handling
• Handle inquiries from customers via email and phone
Order Management
• Sales Order Entry & Processing
• Action Sales Orders by following step by step processes documented in client provided SOPs
• Respond to and resolve enquiries, complaints or requests via internal stakeholders, ensuring a high level of customer service is maintained.
• Monitor the order process to identify and explore opportunities to improve processes and customer experience, and Ensure contracts are price indexed and/or extended in line with relevant Terms & Conditions
Deal Management
Post Deal booking customer service
• Provide advise our B2B Sales and Service teams on contracts that are outside of the normal processes.
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Quote creation and quote support activities
• Ensure non-standard terms and conditions are approved and communicated
• Activation of Service & Lease Contracts
• Manage extension, upgrades and terminations of service contracts
• Invoice genration & presentment
• Process Knowledge
• SAP Knoweldge
Must have skills & Education:
Technical skills
• Basic MS-Excel skills.
• Familiarity of MS office tools: outlook, internet
• Good writing and comprehension skills
Behavioral skills
• Independent and responsible attitude toward jobs, dealing with unknown situations on your own
• Ability to learn on your own initiative
• Tolerance toward busy environment with many calls and emails
• Flexibility on working schedule
• Ability to overlook entire workplace and take proactive measures
• A clear focus on superior customer service and continuous business performance improvement
• Experience in analysing performance metrics and managing proactively for continuous improvement
• Demonstrated capacity to apply statistical measures to workflows and performance monitoring
• Outstanding communication skills, both verbal and written
• Task and goal-orientated, with high energy levels and strong attention to detail
• Capable of prioritising issues, and working with a sense of purpose and ownership
• Analytical, with strong problem-solving skills
BPO experience is preferred
Order Management experience is preferred
1-2 year experience in customer call center is mandatory (the busier call center you experienced, the better).
Graduate/Undergraduate(Preferably)
Order Management-Level 1