RQC Specialist

PURPOSE OF THE POSITION

• Participate in developing the HEINEKEN Myanmar Customer Services & Logistics Department
• Ensure RQC inbound and outbound calls by fast and efficient respond, identify customers/consumers needs and clarify coherent information by excellent customer service, validate route cases to relevant
• Case Owners and proper following up to case close by satisfactory resolution
• Practice high level of 5-star service Customer Care focus on Customer Centricity while demonstrating a friendly and cooperative attitude
• Perform to assist delivery sales orders process transaction in specified database by co-working with the team

RESPONSIBILITY

Handling RQC inbound and outbound calls by time sensitive manner

• Respond fast and efficient to Inbound and Outbound calls from customers/consumers timely by following standardized Communication Script, Procedures, Policies and Guidelines in handling different topics
• Follow standard FAQ to escalate general common and queries
• Identify Customers/Consumers needs and clarify coherent information by excellent service to provide customer satisfaction and the extra mile to engage the customer

Organize, Record and Report the RQC calls for specified cases tracking and to meet the KPIs in following up

• Consistent customer related information, case type and data entry of creating new callers or old callers in RQC system database and ensure cases identifications are in right route
• Validate the route cases to appropriate Case Owners and properly following up to case close ensuring satisfactory resolution and alternatives with great customer service response
• Keep, update and report to complete all Call Logs as per Call Centre SOP to conduct daily/weekly reports

Building Customer Relationship to uplift Customer Experience and Showcasing Higher level of Customer Service by Customer Centricity mindset oriented

• Need to understand customer needs and provide them personalized value-added solutions while demonstrating a friendly and cooperative service attitude
• Smart and customer centric approach with a focus on providing exceptional services to customers
• To have the Customer Centricity focus is crucial part of the role and practice 5-Star Standard service all the time dealing with customer to uplift the customer experience to superior level
• Facilitate Customer Care activities and programs to maintain Customer Loyalty

Coordinate interdepartmentally by strong Communication skills.

• Align with Cross-function interactively and aware urgency and sensitivity of RQC cases by strong skills in areas of motivation, problem-solving and excellent communication skills both verbal and written to be satisfied internal customers of service
• Participate in team meeting and workshops to maintain teamwork and productive working environment

Perform to assist delivery activities and operations by NWOW system

• Understand OTD process flow and value-added service strategy
• Ensure to execute daily delivery operation to ensure process efficiency
• Escalate OTD process transaction in specified database in particular time and check to ensure sales orders are to be right placed with delivery plan

To ensure compliance of Operational Standards/ System of Company (glassRUN/ JDE / Customer Ticketing System / CG etc.).

• Follow rules, requirements and procedure of operating systems
• Participate in System/Standard upgrading and new Standard/ System implementation

REQUIREMENTS

• Degree holder or diploma in Business, Economic, or a related field
• Minimum 3 year experience in related field
• Business proficiency in English
• Myanmar language is a must