Our client a reputable company is currently seeking to recruit a Temporary Customer Care Representative.
This is a contracting staffing role under Manpower for a contract period of 3 months .
Accountabilities
Customer Relationship:
• Builds customer intimacy and optimise customer care by continuously capturing relevant information on Customers, company’s products, processes and systems
• Proactively seeks innovative ways to enhance customer's satisfaction and improve operating efficiencies
• Monitors relevant indicators that measure the level of service and propose related action plans for service improvements
Operational:
• Order management activities: reception and entry of customers' purchase orders in relevant systems
• Confirmation of delivery date to customers according to SLT rules
• Manage customer's order modification requests in line with customer requirements and business rules
• Keeps client informed proactively about order status and take appropriate actions to maximise punctuality and prevent delays
• Address all customers' inquiries related to services and Supply Chain
• Solve routine customer care issues
• Responds to all inquiries related to O2C and partner with Planning, Sales, Finance to feedback the most relevant information
• Receives, enters and manages client's Non-conformances / claims
• Interprets and analyses client schedule taking in consideration SLT and supply agreement
• Liaison link with Sales representatives and internal departments to coordinate credit request and material returns
• Always adhere to operating model, standard processes, business rules and guidelines"
Key Shared Accountabilities
Account Managers / Commercial assistant:
• Ensure cooperation between Customer Care and Commercial teams in order to deliver the best service possible to the client;
• Ensure sharing of necessary information (new products, contract agreements, etc.) to better manage customer's expectations;
• Timely updates of customer's Master data (CMIR / Pricing / specific texts / labeling / etc.);
• Ensure sharing of forecast and its accuracy to help better planning for both production site and client;
Logistics:
• Ensure timely deliveries to the customer on confirmed delivery dates;
• Proactively informs of any delays occurring during transport
• Contributes on achieving timely deliveries of documents
Customer Care Managers :
• Proactively communicate with managers and implement innovative ways of working to improve general customer care level
Finance & billing teams:
• Cooperate effectively for resolution of customers' billing inquiries and timely release of accounting documents (invoices, credit & debit notes)
• Contribute on achieving billing accuracy targets
Planning teams:
• Contributes on achieving service level and inventory targets
• Support initiatives that will drive improvements in customer's satisfaction and cost savings
Quality:
• Support & follow up of Non-Conformance resolution
Job Details
Date Posted:
2014-06-05
Job Location:
Dubai, United Arab Emirates
Job Role:
Customer Service
Company Industry:
FMCG; Customer Service
Preferred Candidate
Career Level:
Mid Career
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