Performance Standards and Expectations 1. Accurately process local orders from Members over the phone while providing superb customer service.
Ability to process an average of 80 order per 8-hour working day. 2. Ensure all orders are handled properly with honesty. Shall not exceed 3 payment related errors per month, but perfect reconciliation is expected daily.
(consult the Asia Pacific Discrepancies Policy) 3. All Order Support and
Order Audit Reports must be dealt with before the Monthly Royalty run deadline to ensure all Orders have been accurately processed. Furthermore, daily reconciliation summary must be submitted everyday at appointed time.
4. Performing a wide variety of customer service functions at the Distribution Center, including liaising with Members over the telephone. Effectively handles calls / queries from
Members on all aspects of the business, i.e. Marketing Plan, Member Rules & Regulations, product information, qualification requirements, royalties and bonuses, volume points, sales events, etc. Often this is done in a pressured environment with many Members waiting in line or on hold on the phone, and the answers must be provided accurately, on a timely basis and with a truly positive attitude, while providing the highest levels of customer service.
5. Able to maintain a minimal TSF level of 85% and ACR of < 5% when taking ACD telephone calls. Able to answer an average of 50 calls per day. 6. To be the first point of escalation for
Member complaints and able to handle them effectively and courteously, escalating when necessary. 7. Will upsell company’s products and promotion on every phone-in contact with Members when time permitted.
8. Maintain excellent attendance and punctuality standards. 9. Able to process orders from Members orders within 24 hours in a normal working day, while all
End of Month (EOM) orders must be completely processed before the 5th day of the following month 10. Able to cope with frequent changes of procedures and policies released by the Company. 11. Serving as a role model in demonstrating commitment to service excellence, exhibit the ability to handle complex problems and demanding
Members. 12. All internal and external requests and inquiries must be responded within 1 working day. 13. Willing to work overtime and flexible hours as requested/required.
14. Ensure all other related duties (including various Company’s functions) as directed by superior is completed in the most effective and efficient manner.
Good at verbal and written English.