Key activities
Overall goals / Typical measures
Customer External
- Understand customer service requirements and biz well
- Ensure customer expectations are met thus leading to overall customer satisfaction.
- Do on time and accurate order entry in the system
- Carry out necessary pre validations
- Maintain call and Transaction Quality as per expectations and standards
- Provide solutions and accurate information to customers
- Ensure customer follow-up all the time as per SLA for cases where there is dependability
- Qualitative
- SLA delivery
- Customer Satisfaction
Stakeholder Internal
- Perform Order entry in provided systems for all inbound orders as per SLA
- DHL LSC will receive orders via email
- Provide confirmation to all customers relating to orders received
- Contact customers for missing information
- Checks inventory to make sure requested product is available
- Focal point of contact between OBS and WH
- Executive enters orders [of various type] for various and multiple locations across globe
- Verifies customer information is correct and up-to-date
- Mandatory and basic details are available to proceed with the order
- Initiate communication with OBS, LCs for order go ahead and relevant approvals needed for order processing
- Reviews orders for accuracy and completion
- Coordinate for orders until closure
- Work on cases as and when necessary /as per process for GIDR
- Daily Inventory reconciliation with WH to be co-ordinated to ensure monthly accuracy is improved
- Tracking of all orders and at various stage
- Responding to customer emails in precise , clear and timely manner
- Keep clear and on time communication with internal and external stake holders
- Resolving/rectifying any order entry errors
- To ensure Process SLA agreed with customer are met
- Provide qualitative service in order to maintain customer SAT
- No impact to biz, adhering to all processes
Process
- Executives to ensure all processes and policies are adhered to
- Compliance to Business rules
- Adhere and follow PTQ First Choice practise, guidelines as per training provided.
- Follow and adhere to processes & exception SOPs
- Provide deviations information to line manager, share queries/ suggestions during new process development, adherence.
- Maintain records as necessary as process / audits or as explained.
- Provide assistance to Team Lead for capturing data, making reports related to teams.
- Internal and external
- compliance
- Audit compliance
- Meet Quality standards
People - Management
- Executive will not have any direct reportees under them, However, he/she must be able to act as a good team player and support team activities
- Must take full responsibility of work handled
- Display positive attitude
- Work along with the team to make the team successful.
- Working towards common goal. Supporting team lead & customer to have visibility on data & performance.
Skills / Qualifications
Key capabilities
- Candidate is required to have clear speech, and good English,
- Ability to communicate and understand Singapore customers language and accent
- Has good working knowledge of computers and very good knowledge of Excel
- With average typing speed of 25 to 30 WPM
- Fast learner
- Customer-facing and interaction skills and confidence (excellent)
- Very fluent in writing and ability to understand and draft emails
- Flexible in working for any shifts including night shift
- Ability to handle basic data in excel
- Flexible in handling other operational entries/functions[ readiness to learn]
Expected years of experience
(Minimum)
Expected Educational Qualifications
