Act as an escalation point for complex customer complaints requiring higher-level intervention.
Ensure complaints are acknowledged within 24 hours and an action plan is provided within 48 hours. Implement the 7-step complaint handling process and ensure all complaints are properly registered in DMS VOC with complete chronology, supporting documents, repair history, and closure evidence.
Monitor the quality of complaint handling by other departments.
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To optimize service level and ensure regulatory compliance for all products before shipment
Collaborate closely with Physical Distribution and Transport teams to coordinate order scheduling and transport capacity planning, ensuring timely delivery and optimal logistics execution
Partner with Credit Manager to identify any credit risks and to implement corrective actions.
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Customer Care: Assist customers with inquiries regarding post-orders, delivery timeframes, order status changes, payments, product pre-orders, and general questions.
Technical Troubleshooting: Utilize logical and analytical skills to isolate, troubleshoot, and resolve complex product issues in real-time.
Quality Assurance: Deliver exceptional interactions that meet or exceed client standards for call audits, quality reports, and customer satisfaction (CSAT).
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Drive business development by identifying, developing, retaining, extending, and acquiring accounts, and collaborating across teams to attain objectives
Strategize for growth by developing and implementing annual territorial plans to achieve sales goals and future growth, and profiling accounts to position RDMY strongly to win tenders
Maintain data integrity in REXIS Salesforce by regularly updating accounts/contacts, and ensuring weekly entry and monitoring of activities and business opportunities
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