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