JOB DETAILS

JOB DETAILJob Details

To oversee and ensure smooth operation of the CR (includes AR, CS & POC) Team. His/her responsibilities include:

• Troubleshoot and resolve operational issues escalated by CR team members and implement preventive measures
• Manage staff’s productivity and explore ways to enhance the quality of service to customers
• Regular review of workflow and propose improvement to ensure smooth daily operation
• Ensure proper recording and accuracy of data kept for KPI reporting
• Collate and prepare CR activities reports and submit to Head Office
• Manage customer database master to ensure compliance to company policy
• Manpower deployment to handle overflowing tasks across sections
• Provide training and guidance to team members or new hires
• Manage CS projects and Kaizen activities
• Project management in improvement projects e.g. Order Automation, RPA and Chat Bot

In addition to managerial duties, the CR Manager is expected to maintain a hand-on approach to daily operation including:

• Monitor order processing status and ensure that orders are processed within the various cut-off time
• Cover operation duties when the team is shorthand due to unforeseen circumstances
• Liaise with Sales Team and Accounts Team over AR matters and suspension of account
• Assist in general product inquiry, customer feedback or complaints
• Liaise with Business Development Team and supplier on customer’s orders, product claims and return cargos
• Liaise with Sales Team and Shipping Team on customers’ orders and delivery status
• Conduct weekly meeting
• Verify Credit/Debit Notes

REQUIRED WORK EXPERIENCERequired

✓ Minimum Diploma holder

✓ At least 6-8 years Customer Service experience (preferably in a trading company) and at least 4 years at managerial level

✓ Service-oriented and good customer service skills

✓ Able to handle stress in a high volume and fast-paced environment

✓ Possess initiative, analytical and able to multi-task

✓ Proficient in MS Office

✓ Immediate availability will be an added advantage

✓ Able to travel