CSR - Customer Service Representative

Location Selangor
Discipline Call Centre / Help Desk
Job reference 162011
Salary 3500
Consultant name Alvin Yew Leng Lee
Contact email [email protected]
Contact no. 03-20870000
Contact name Alvin Yew Leng Lee
Contact email [email protected]wer.com.my
Contact no. 03-20870000
CSR - Customer Service Representatives


GENERAL PURPOSE


To provide superior customer service with genuine concern and utmost courtesy, compassion and fairness that exceeds customer expectations. The incumbent will achieve this through the effective utilization of systems and a thorough understanding of the company’s policies and procedures promptly applied in a given situation.


ESSENTIAL DUTIES & RESPONSIBILITIES


Enrollment and Order Processing
  • Process Associate registration and product orders with the awareness and understanding of active incentive and product promotions within 5 minutes upon receipt of the order form.
  • Ensure that all registration and purchase documents comply with established processes, policies and procedures and are properly documented for future reference.
  • Promptly and cheerfully attend to and resolve Associates’ issues and concerns by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.


Call Center Support
  •  Answer email, phone and walk-in queries of Associates and prospects regarding phone orders, reruns, order confirmation, product/promotion questions, shipping status, returns, etc.
  • Record call volume and issues statistics to management following established guidelines and procedures.
  • Email concerns must be responded to within 24 hours.
  • Utilize computer systems to assist with pricing, availability and alternate products selection and any other queries from the customers.
  • Out bond call to Independent Associates, conduct survey of customer satisfaction

Management Reports
  • Report identified problems and discuss with superior proposed alternative solutions and/or courses of action based on available resources
  • Prepare daily sales report and account for all the cash, POS and credit card transactions processed for the day and submit to Finance Manager. o Deposit in full all cash collections no later than the next banking day

Warehousing
  • Receive and issue products with proper documentation and record inventory movement.
  • Conduct daily inventory count and reconcile with inventory record balances.
  • Compliance to Warehouse SOP for all practices i.e. Store room, Inventory control, Documentation, Product Distribution and Handling Product Complaints

Logistics
  • Ensure that all orders included in the delivery list received in the morning are accurately picked and dispatched by 1:30 PM of the same day.
  • Monitor courier performance and ensure that orders are promptly delivered and delays if any are immediately coordinated with the Associate.

Sales
  • Align with the General Manager or Business Development Manager in attaining the sales targets for the year.
  • Foster the functions of the Business Development (Sales and Training) during his / her absence.

Events
  • Actively participate in all company events; work as a team with all staffs to manage an successful and productive event for all Associates
  • Proactive lead inquiry (i.e hotels, suppliers & etc) and project in relate to the events

Administration – Assisting General Manager:
  • Office administration that focusses on operational improvement. i.e Office maintenance, SOP creation for Customer Service and another department.
  • Putting related process in place for Max Malaysia


MARGINIAL DUTIES & RESPONSIBILITIES
 
  • Ensure the proper delivery of incoming and outgoing mail services.
  • Manage the maintenance of office equipment and office cleaning & maintenance services.
  • Refill office supplies (stationery and pantry supplies) • Ensure the computers at kiosk are in working condition


NATURE OF WORK CONTACTS
 
  • Work closely with associates and customers to identity their request/needs in order to provide necessary and timely solutions and support
  • Interacts with the General manager and other managers to provide update/request/complaints/feedback from the customers/associates via calls/visits
Contact Alvin for more info