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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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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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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Issue Customer Orders (CO) according to customers’ purchase orders and update the Production Department accordingly.
Maintain active communication by promptly responding to emails and managing orders received through calls or emails.
Support order fulfilment and keep customers informed of the expected delivery date, working closely with Production and Warehouse to ensure product availability.
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Attend to customer enquiries and complaints via phone calls, emails, and walk-ins, ensuring timely and effective resolution within stipulated timelines.
Investigate and resolve service issues by identifying root causes, proposing appropriate solutions, coordinating corrective actions, and following up to ensure closure.
Prepare, compile, and provide regular reports and updates on customer feedback, complaints, and rectification status.
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