Oversee key order management activities, including pricing validation, order clearing, and preparation of shipping, invoicing, and Letter of Credit (LC) documentation in accordance with company policies.
Monitor and manage order backlog, proactively addressing potential delays and ensuring timely resolution.
Manage customer escalations effectively, performing root cause analysis and implementing corrective and preventive actions.
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This role is responsible for overseeing customer service operations, order management, billing processes, principal claims administration, customer relationship management, and continuous improvement initiatives to ensure operational excellence and service quality.
Key Responsibilities
• Lead and manage the day-to-day operations of the Customer Service Department to ensure efficient and effective processing of customer orders, returns, billing, and claims.
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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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Ensure accurate and timely processing of customer orders from order entry through to delivery fulfillment.
Oversee key order management activities, including pricing validation, order clearing, and preparation of shipping, invoicing, and Letter of Credit (LC) documentation in accordance with company policies.
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The Customer Service Executive will perform forwarding tasks for customer service activities. In this role, you will execute well-established customer service activities. Key Accountabilities
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Secure all OTI strategy execution, processes and contribution to the commercial and economic success, customer loyalty, reputation, and culture of Alcon
Have high positive impact on both internal and external associates, stakeholders, and customers. Lead, develop and coach direct reports
Execution of CO strategy, organizational design of teams and processes within market with following scope:
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