Job Detail

• Handle Call Centre Operation.
• Emails, Calls and Social Network Community Management as backup (without posting).
• Issue and Crisis Management within client's brand,
• Manage Fulfillment to consumer.
• Handle all consumer inquiries coming from multichannel including call, email and social media for various products within client's portfolio with working hours operation based on standard operation procedure and guideline provided by the company and client in a timely manner (social media as backup).
• Stay up to date with the latest call, email and social media best practices (social media as backup),
• To ensure start to end case handling e.g. follow-up with client and consumer.
• To ensure fulfillment cases are handled in a timely and efficient manner. Follow-up with vendor/shipping agent in case of product delivery delay will be done by agents but Team Leader/Supervisor may help in case of workload spike, Work closely and provide back up for other team members in case of absence/unplanned leave as well as workload spike due to arising issues. Liaising with client on current promotions and issues or to get latest updates. Liaising with SK-II team/beauty consultant on SK-II products and issues by calling the counter directly to get hands-on information that will help us to provide accurate information to consumer (if applicable). Perform outbound calls on AE and CPQC cases for follow ups