Order Management Coordinator

4 hours ago

Taguig, National Capital Region, Philippines Canon Australia Full time ₱250,000 - ₱350,000 per year

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:

  • 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.

Primary Job Functions:

  • 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.

Qualifications

  • 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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