Easter Seals Jobs

Job Title:

Associate Sales Support ( Indonesian Speaker)

Job Description

a) A Customer Service Representative is the first point of contact for our customers. They are responsible for delivering world class customer service experience on each customer interaction. CSR’s will handle post-order support interaction that includes a mixture of inbound calls, outbound calls, non-voice (chats and emails) and back office work in relation to managing customer cases.

b) Manage and drive accurate and satisfactory resolution to customer issues and concerns such as, but not limited to delivery, returns, refunds, lost or stolen shipments, tax exempt requests, promotions, etc. These are open customer issues that are not resolved during the first customer interaction and requires follow-up and backend handling. These cases are monitored, tracked and resolved using HP’s recommended case mgmt. tool.

Competencies and Behaviors:

• Committed to Increasing Customer Satisfaction

• Verbal Integrity: honest & realistic communication of HP deliverables and timeframes. Handles all calls with a pleasant, expressive voice, using proper phone etiquette in a professional and business like yet conversational manner.

• Problem Resolution: know when to use the tools that we have, know when to satisfy a customer. To be accountable and take ownership of customer concerns, showing empathy, credibility and confidence. Handling sensitive situations in a calm constructive manner, while showing effectiveness in high pressure situations.

• Demonstrates confidence when speaking to a customer, takes control of the situation and is always communicating what the customer can expect in the course of the call and after the call.

• Ability to hold line with customers- uphold policy and procedures

• Consistently delivers best-in class customer experience delivers exemplary service and information

• Time management: effectively manages the call flow as well as time spent in-between calls

• Projects a positive image of the HP brand to customers

• Adheres to standards regarding customer privacy as set out in the Agreement

Responsibilities:

• Provide non-technical post-order assistance to customers

• Assist customers with website-based interactions

• Answer FAQ’s from customers

• Work with customers to make changes to orders that are in the processing and/or fulfillment stages

• Save the Sale: Positively influence customers who wants to cancel their orders by providing applicable promotions or alternate products that will meet customer requirements and/or other applicable ways and means for customer to stay with HP based on HP’s policies and guidelines

• Understand and provide order status and assist with order problems

• Work with HP & HP partners to get pending orders to the fulfillment stage

• Occasionally, inform customers of production changes and/or shipment delays

• Research HP customer issues (including issues that do not appear to have originated within the contact center) and resolve the issue

• Understand policies and process requests for missing parts, order cancellation, and credits.

• Process Return Authorization requests within policy

• Manage returns and product replacement requests

• Capture customer profile information and interaction history

• Take ownership of complicated customer scenarios

• Make solid, responsible decisions that preserve & promote a positive “customer experience”

• Make contact with customers who require follow up as a result of feedback provided through our post call evaluation process and/or survey card responses

• End-to-end management and handling of assigned customer cases in the ticket management tool until resolution is provided to customer which is a criteria for case closure

Location:

MYS Kuala Lumpur - Menara Exchange 106, Level 6, Lingkaran TRX, Jalan Tun Razak

Language Requirements:

Time Type:

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