To support collaboration between customer care locations (CCL), sales as well as system + processes to deliver a great customer experience, supporting the development of new + existing customer targets.
To ensure supplier relationships are created + pro-actively managed, ensuring delivery to service level agreements (SLA) + global partnership rules (GPR).
To conduct regular anytime conversations with all direct reports to discuss + ensure traction on delivering performance + development goals.
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To create/complete shipment details in our internal transport management system, coordinate with all involved stakeholders + organize transport based on the customer promise, obtain DG approvals where required, escalating discrepancies as required.
To monitor + report on operational performance of carriers + other vendors as well as ensuring strong data quality is available for timely + accurate customer reporting.
To create files for consolidation containers (Master).
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Be a World Class Barista (& Tearista!) serving our amazing customers. You bring the passion, we provide the training, and you share the best specialty coffee & tea with the customer.
Guide customers through their coffee & tea experience from beginning to end providing exceptional customer service.
Serve a full range of products from our famous beverages to delicious food and beautiful merchandise.
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Manage local / CO teams and operations and drive operational efficiencies and continuous improvement by implementing organizational structures and processes locally
Develop a culture in line with International Operations Vision to make every customer touch point brilliant
Align with Head, Customer Operations Region on the local aspects of the transformation plans of Customer Operations (CO) into intelligent service centers and to become a more customer centric organization and execute against those plans
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The Senior Customer Service Executive is responsible for overall customer satisfaction by supporting the Sales Team to ensure customer' needs and concerns is efficiently and effectively managed i.e., to turn unhappy customers into return guests. Build rapport and establish good relationships with customers to ensure customer retention
Develop business process improvement solutions & service quality processes to enhance customer service operations.
Manage local / CO teams and operations and drive operational efficiencies and continuous improvement by implementing organizational structures and processes locally
Develop a culture in line with International Operations Vision to make every customer touch point brilliant
Align with Head, Customer Operations Region on the local aspects of the transformation plans of Customer Operations (CO) into intelligent service centers and to become a more customer centric organization and execute against those plans
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Handle customer queries, feedbacks and other general correspondence including checking stock availability and preparing quotation.
Provide technical knowledge, pricing and stock information.
Receiving and processing of customer orders for HK/TW and the management of those same orders until completion. Minimum order processing accuracy at 98% of all orders received each day.
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