This role serves as a key point of contact for customers, ensuring timely, accurate, and professional support across all customer interactions.
The role requires a strong customer-centric approach, operational excellence, and a commitment to delivering outstanding service while ensuring compliance with company policies and procedures.
Manage customer purchase orders, order entry, and order administration through ERP systems, including Microsoft D365 and AX2012, while supporting system migration initiatives.
Review purchase orders, order changes, and customer requests to ensure compliance with internal policies, procedures, and traceability requirements.
Provide responsive pre-sales and after-sales customer support, acting as the primary contact for customer inquiries and order-related matters.
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Understand UPS service, product, systems and procedure
Handle incoming calls for pick up, track and trace, complaints, claims, service guarantees, price quotation, service information, export shipments exception and other enquiries in professional manner
Update the pick up arrangement, UPS supply request and tracking follow up.
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Conduct basic device and performance checks on customers' units at designated Service stations. Ensure all products are handled in line with documental procedures and standard operating guidelines.
Provide first-level troubleshooting to customers at the service point, minimizing any disruption to their product use.
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Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
Carry clear targets for specific products – CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops;
Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling;
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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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Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
Carry clear targets for specific products – CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops;
Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling;
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