Order Management Coordinator
Canon Australia
Date: 3 weeks ago
City: Taguig
Contract type: Full time
Essential duties
The Order Management Coordinator will support Inbound Calls, Outbound Calls and Email transactions falling into any of these categories but may not be limited to:
The Order Management Coordinator will support Inbound Calls, Outbound Calls and Email transactions falling into any of these categories but may not be limited to:
- Process subsidies, claims, rebates and marketing funds
- Maintain Forms and any documentation for the above manuals, update Icon and communicate relevant changes to Business Partners
- Compile and Distribute click charge exception report on monthly basis.
- Answer voice messages / make outbound calls / emails and respond to customer inquiries, as well as effectively communicate resolution to the customer’s issue.
- Identify customer's issue and provide available support options.
- Adhere to and demonstrate Quality Monitoring (QA) guidelines.
- Demonstrate a high level of professionalism and strong customer service orientation.
- Update Call / Email Management database with details on each customer call in accordance with procedures.
- Outline any guidelines to customers in accordance with procedures.
- Regularly stay updated with the latest product knowledge and technical skills using available resources.
- When required, to escalate issues outside of service boundaries to Team Leader.
- Assume responsibility for ensuring that customers' experiences with Canon exceed their expectations.
- Create a positive impression on Canon whenever interacting with customers.
- Undertake any Ad Hoc project or assignments assigned by Team Leader.
- Update the record if necessary and verify if information is correct through external tools.
- Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.
- Diploma or bachelor’s degree or with equivalent Customer Service background is strongly recommended. Otherwise, any other basic degree or diploma.
- 6 months or more of full-time call handling or email handling experience.
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