This job ad has been posted over 40 days ago...
2
applicants
Customer Service Support
at adham in Kuala Lumpur
Position: Customer Service Support (permanent)
Location: Meara PKNS, PJ
Working hour: Nor office hour & Alternate Saturday
Responsibilities:
Proactivity
To proactively check for any potential or actual shipment failures, both import and export, and contact the customer to advise and agree a resolution that will achieve customer satisfaction, and maintain and enhance their loyalty to TNT.
• Proactively investigates potential service failures and liaises with other departments in order to determine impact on the customer needs based on the service selected
• Proactively takes actions, where applicable, to solve service issues.
• Proactively contacts customers when service issues may affect delivery commitments, and understands customer needs in order to recommend appropriate solutions.
• Ensures that solutions meet customer and business needs.
• Applies Service Recovery, where appropriate, in line with customer expectations and company policies.
• Follows all new customers’ shipments and Premium shipments, to confirm the Proof of Delivery or apply the Service Recovery Policy.
Complaints management
To provide the customer with suitable solutions relating to problem shipments or complaints, to satisfy their needs, and to maintain and enhance their loyalty to TNT.
• Researches problem shipment information.
• Liaises with internal departments to find potential solutions that meet the needs of the customer.
• Provides regular updates to the customer in line with the agreed call back times and preferred communication channel.
• Verifies customer requirements and agrees on suitable solution.
• Complies with all relevant policies and procedures.
Internal communication
To ensure smooth internal communication that follows set processes and channels, in order to provide timely and accurate information to customers.
• Complies with the Internal Communication and Escalation Policy
• Formulates written communication requests providing accurate, complete and professional information detailing the specific requirements from the recipient.
• Follows up within the agreed times frame until an appropriate response has been received.
• Responds to all received information requests in a timely, complete and professional manner.
• Provides timely, complete and professional responses to customers.
Administration
To record accurate, complete and timely information in systems to ensure global visibility, consistency of information, and to enable root cause analysis.
• Records and completes complaint files to closing point, including Service Recovery data entry requirements.
• Records undeliverable/unsendable solutions to hand over to operations.
• Prepares and distributes Customer letters if required
Requirements:
1. Candidate must be a diploma holder or higher.
2. Preferably 3 years experience in the contact centre environment with at least 1 year experience as a supervisor / team leader.
3. Possess leadership skill and experience in coaching and communicating with staff from different cultures and / or countries is required.
4. Excellent command of English language.
like to apply?
Contact me at :
email : adham@serimahligai.com
Office : 03-22825457
Mobile : 019-5152379
Location: Meara PKNS, PJ
Working hour: Nor office hour & Alternate Saturday
Responsibilities:
Proactivity
To proactively check for any potential or actual shipment failures, both import and export, and contact the customer to advise and agree a resolution that will achieve customer satisfaction, and maintain and enhance their loyalty to TNT.
• Proactively investigates potential service failures and liaises with other departments in order to determine impact on the customer needs based on the service selected
• Proactively takes actions, where applicable, to solve service issues.
• Proactively contacts customers when service issues may affect delivery commitments, and understands customer needs in order to recommend appropriate solutions.
• Ensures that solutions meet customer and business needs.
• Applies Service Recovery, where appropriate, in line with customer expectations and company policies.
• Follows all new customers’ shipments and Premium shipments, to confirm the Proof of Delivery or apply the Service Recovery Policy.
Complaints management
To provide the customer with suitable solutions relating to problem shipments or complaints, to satisfy their needs, and to maintain and enhance their loyalty to TNT.
• Researches problem shipment information.
• Liaises with internal departments to find potential solutions that meet the needs of the customer.
• Provides regular updates to the customer in line with the agreed call back times and preferred communication channel.
• Verifies customer requirements and agrees on suitable solution.
• Complies with all relevant policies and procedures.
Internal communication
To ensure smooth internal communication that follows set processes and channels, in order to provide timely and accurate information to customers.
• Complies with the Internal Communication and Escalation Policy
• Formulates written communication requests providing accurate, complete and professional information detailing the specific requirements from the recipient.
• Follows up within the agreed times frame until an appropriate response has been received.
• Responds to all received information requests in a timely, complete and professional manner.
• Provides timely, complete and professional responses to customers.
Administration
To record accurate, complete and timely information in systems to ensure global visibility, consistency of information, and to enable root cause analysis.
• Records and completes complaint files to closing point, including Service Recovery data entry requirements.
• Records undeliverable/unsendable solutions to hand over to operations.
• Prepares and distributes Customer letters if required
Requirements:
1. Candidate must be a diploma holder or higher.
2. Preferably 3 years experience in the contact centre environment with at least 1 year experience as a supervisor / team leader.
3. Possess leadership skill and experience in coaching and communicating with staff from different cultures and / or countries is required.
4. Excellent command of English language.
like to apply?
Contact me at :
email : adham@serimahligai.com
Office : 03-22825457
Mobile : 019-5152379
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Published at 11-12-2009
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Viewed: 288 times