Order Management officerHammerjack

Pro-active Issues Management
Note and track customer issues and raise potential opportunities and risks
Manage customer expectations on service disruptions or service delivery delays
Reporting
Provide stakeholders with regular reporting about activities
Raise emerging issues, concerns, or areas of opportunity that affect customers' experience and/or the effectiveness and efficiency of processes
Customer Service and Sales
Learn and execute the processes of the assigned tasks and accounts being managed, including
Encoding, transcribing, calculating, and processing text and numerical data as necessary
Analyzing of data and performing actions as appropriate to achieve communicated objectives
Generating new sales leads through research and data mining
Validating of sales leads and setting of appointments through cold calling
Managing customer concerns and queries across different channels - chat, email, calls
Ensure customer satisfaction by providing excellent service at every opportunity
Maintain a high level of quality and efficiency on all tasks or accounts managed by observing best practice and utilizing available tools
Case management of customer concerns until resolution has been achieved
Account Management
Manage and help resolve potential customer issues before it becomes an escalation; provide full support in helping the team in overcoming and preventing customer escalations
Develop healthy relationships with the clients and their customers, encouraging trust and confidence in the role, hammerjack, and the client
Respond to queries from the client pertaining to services rendered by hammerjack
Handle client complaints and ensure resolution by liaising between the client, other internal departments, third-party companies, and government agencies, as necessary
Case management of customer concerns and escalations until resolution has been achieved
Understand the clients' businesses, recognize pain points on other parts of their businesses and realize potential service opportunities that hammerjack can provide. Raise the same with the Account Manager for exploration
Ensure attendance, participation, and cooperation during knowledge transfer sessions and other meetings with the client
Collaborate with the team and contribute to the overall success of the program by sharing best practices and playing an active role in meetings, workshops etc.
Customer Onboarding
Participate in new client onboarding sessions and perform the following
Understand the objectives of the process being outsourced and the client's objectives for outsourcing
Capture all necessary information and requirements through consultative questioning to ensure that the right solution is being proposed
Provide insights and inputs to help hammerjack and the client identify opportunities and adjustments necessary to achieve objectives
Understand the KPIs and other expectations of the client
Attend training, workshops, webinars, and research through online publications to gain a better understanding of the client and the processes
Help in creating Work Level Instructions (WLIs) for the tasks and accounts being handled
Represent hammerjack brand in a professional manner
Ad hoc tasks
Tasks deemed necessary to ensure excellent customer experience as determined by management