SPE-Order Management-Voice

2 days ago

Taguig, National Capital Region, Philippines Cognizant Full time $40,000 - $80,000 per year

Job Summary
The SPE-Order Management-Voice role requires a dedicated professional with 2 to 5 years of experience in managing order processes and handling customer complaints. The candidate will work from the office in a rotational shift utilizing their expertise in MS Excel and domain skills in complaint management and call center operations to ensure seamless operations and customer satisfaction.

Responsibilities

  • Manage and process orders efficiently to ensure timely delivery and customer satisfaction.
  • Handle customer inquiries and complaints with professionalism and empathy ensuring resolution and customer retention.
  • Utilize MS Excel to maintain accurate records of orders and customer interactions ensuring data integrity.
  • Collaborate with team members to streamline order management processes and improve operational efficiency.
  • Monitor and analyze order trends to identify areas for improvement and implement corrective actions.
  • Provide support to the call center team by sharing insights and best practices for handling customer complaints.
  • Ensure compliance with company policies and procedures in all order management activities.
  • Communicate effectively with customers and internal teams to resolve issues and provide updates on order status.
  • Participate in training sessions to stay updated on product knowledge and customer service techniques.
  • Contribute to the development of strategies to enhance customer experience and loyalty.
  • Report on key performance metrics related to order management and customer satisfaction.
  • Support the implementation of new technologies and tools to enhance order management processes.
  • Maintain a high level of accuracy and attention to detail in all tasks to ensure quality service delivery.

Qualifications

  • Possess strong proficiency in MS Excel for data management and analysis.
  • Demonstrate experience in complaint management within the life sciences domain.
  • Exhibit excellent communication skills in English both written and verbal.
  • Show ability to work effectively in a call center environment with rotational shifts.
  • Display strong problem-solving skills and a customer-centric approach.
  • Have a track record of improving processes and enhancing customer satisfaction.
  • Be adaptable to changing priorities and able to work under pressure.

Certifications Required
Certification in MS Excel or Customer Service Management.

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