Business Center Analyst - PASIG BasedSan Miguel Corporation

Location : Pasig City
Position Title : Business Center Analyst
Workday : Monday to Saturday 8am to 9pm including Holidays
Qualifications :
Graduate of any 4-yr course
Willing to do shifting schedules
Knowledge in Microsoft Office
Typing Skills
Work Experience in a Food Chain is an advantage
Project Details:
The project entails addressing and monitoring the status of the various types of customer inquiries that are coursed through SMIS Customer Care (ie: inbound and outbound calls, walk-in, e-mail, fax, SMS, etc.), as well as ensuring accurate processing of all required transactions (e.g. purchase orders, bad orders, MODCON) of SMIS key accounts assigned to Business Center.
Tasks, Duties & Responsibilities:
1. Inbound Activities
Performs Receives and answers calls, attends to requests for information from various stakeholders (customers, business partners, employees and stockholders) pertaining to SMC products and services
Handles inquiries, requests or complaints for immediate response and resolution
Order-taking functions aligned with business needs
Monitors and tracks status of inquiries
Prepares consolidated reports which highlight status of calls and performance results
Assists in updating the operations manual and primer based on the enhancements made in the call center (ie: telephone system and database enhancement)
2. Outbound Activities
Performs customer trailer calls to assess the effectiveness of the service providers in handling inquiries (Customer satisfaction: verification activities on clients' satisfaction as to product or service)
Performs telemarketing functions (Telemarketing: promotion of products and services to increase sales volume)
Performs sales campaigns
Initiates lead generation type of activities (ie: cross selling, up selling)
Conducts customer satisfaction surveys
3. Non-Call Handling/ Back Office Activities
To accomplish accurately and completely non-call tasks (ie: special assignments, SAP CRM logs, encoding of orders, retrieval of voice mail, call pilot messages, email inquiries, Knowledgebase updates, walk in customer, etc.)
Ensures accurate processing of transactions (ie: order and inquiry processing and escalation)
Achieves a minimum rating of 2 in the Quality Assurance scoring for call handling tasks
Prepares and accomplishes required reports used in the alignment of SMIS and key account standards (ie: exception list)
Assists checkers in document retrieval and database administration
4. Document Management
End-to-end Document Grooming
Prepare documents for scanning including but not limited to removal of staple wires, fasteners and folder slides
Straighten, align documents for scanning
Gather documents and insert patches
Group documents following the arrangement set by the clients
Document Scanning
Perform actual scanning of documents
Review and reprocess obscure images
Encode filename and required labels
Quality Control
Check scanned document/digital images for consistency and quality
Identify and re-scan missed documents/digital images
Indexing and Storing of Documents
Remove document patches
Staple, fasten and bind documents back to its original form
Arrange and store documents based on the arrangement set by the clients
5. Trade Asset Management Activities
BACK OFFICE: Performs retrieval and validation of forms for Assets Deployment
Processes requests after approved TALAF has been received from SAS, disapprove TALAF will be returned to SAS for review and editing
Validates and check the TALAF
BC to check if there's asset available, if not advise SAS
Prepares SALA indicating the asset details to SAS, Sales submits the contract to customer for signing
BC checks the signed SALA and TALAF
Prepares and sends the approved TAAR and DRR to SC
SC will send back all signed forms to BC for billing process
BC encodes the necessary details in the database
Performs retrieval and validation of forms for Assets Pull out
Processes requests received from SAS about defective units
BC prepares and submits TALAF to SAS indicating asset details
SAS submits TALAF to USM and ASM for review and approval
BC prepares and submits approve TAPS and DRR to SC
SC will send back all the signed forms to BC for billing process
Performs retrieval and validation of forms for Assets Pull out and Transfer
Processes requests received from SAS for pull out and transfer of unit/s
BC prepares and submits TALAF to SAS indicating asset details
SAS submits TALAF to USM and ASM for review and approval
Prepares SALA indicating the asset details to SAS, Sales submits the contract to customer for signing
BC checks the signed SALA and TALAF
BC prepares and sends the approved TAAR, TAPS and DRR to SC
SC will send back all the signed forms to BC for billing process
HELPDESK: Accommodates and processes service call for Repair on site
BC processes the receive complaints from SAS
BC prepares the SCR indicating the complete outlet and asset details and sends to SC
SC sends the service report to BC and SAS
SC sends back SCR to BC for payment processing
BC updates the interaction database
Accommodates and processes service call for Pull out of Asset
BC processes the receive complaints from SAS
BC prepares the SCR indicating the complete outlet and asset details and sends to SC
BC prepares and submits the approved TAPS to SC
Sends back TAPS to BC for payment processing
BC updates the interaction database
Accommodates and processes service call for Replacement of Asset
BC processes the receive complaints from SAS
BC prepares the SCR indicating the complete outlet and asset details and sends to SC
BC checks the availability of the unit with SC
BC prepares and sends SALA indicating the asset details to SAS
BC checks the signed SALA and prepares and submits the approved TAAR and TAPS to SC
SC sends back documents to BC for payment processing
BC updates the interaction database
Terminologies
SAS - Sales Account Specialist
USM - Unit Sales Manager
ASM - Area Sales Manager
BC - Business Center
BBC - Branded Business Center
SSG - Sales Support Group
SCR - Service Call Report
SC - Service Contractor
TALAF - Trade Asset Loan Application Form
TAAR - Trade Asset Acknowledgment Receipt
TAPS - Trade Asset Pull-out Slip
SALA - Sales Asset Loan Agreement
GR - Goods Receipt
SSC - Shared Security Center
6. Perform other tasks, duties & responsibilities that may be assigned by the team leader from time to time.
San Miguel Corporation