* Work hour: 8:00 – 17:00, from Monday to Friday, one Saturday morning per month
* Job description:
You will support customers by providing a best-in-class on-boarding experience and operational excellence.
Utilizing your strong system + process knowledge, you will ensure clients are set-up correctly; closely monitor all agreed standard metrics and pro-actively seek to improve processes from perspective of the customer and the organization.
*Your tasks and responsibilities:
Your primary objective will be to drive customer operational excellence by ensuring all agreed process are followed by Customer Care (CCL) teams + customer expectations are well understood before commencing operations. You will do this by working with a variety of internal stakeholders while focusing on the following key objectives:
• To establish and strengthen operational relations to customer contact(s) through daily interaction and to proactively advise and consult clients to ensure customer satisfaction.
• Cooperate with KAM/RKAM/GKAM to document the Customer Promise + fully translate it into a Standard Operating Procedure (SOP) and Service Level Agreement (SLA) ensuring the inclusion of any services + service levels as promised.
• To define KPIs and set-up reports to measure the service to be delivered + establish implementation plans and monitor KPIs as mutually agreed with customer accompanied with customer solutions.
• To conduct handover meetings to share the SOP, and contact matrix with the customer + perform SOP training, KPI sets to internal stakeholders + share relevant information with overseas colleagues.
• Cooperate with account owner to ensure the setup of required customer master data across all KN systems + provide Welcome Package.
• To handle exceptions/special customer requests/escalations + resolve with respective stations or clusters and properly escalate as necessary.
• To create, review, and refine customer reports + provide various internal reports as required e.g. volume, cost analysis, ROI, down trending/lost customers. To support new business/project implementation including but not limited to system solution design, Electronic Data Integration (EDI), Optimization, etc.
• To participate and organize regular performance review meetings (weekly/monthly/quarterly) with assigned customers and internal stakeholders to conduct continuous improvement projects or innovation solutions.
• Manage customer complaints + supervise internal data quality; identify the problem root cause and corrective action; follow through with the execution until problem resolution.
• Closely follow up with CCL, and management team to ensure a high level of care for the customer in the first periods, including but not limited to implant (if requested) + document customer feedback
• To assist in Contract Management when required, Credit Facility Review, and Account Receivable Control when required. To monitor operational and administrative processes such as rates administration, quote management, invoicing + claims handling as required.
