First level phone, email and fax support for customers with corporate/consumer products

products

• Inbound & Outbound Calls

1. Liaise with Business Unit on status of service request

2. Filter calls that do not need engineer on site and perform FCR

3. Dispatch Engineer on-site for hardware related issues

4. Filter call base on product and require different assistance such as software help and to transfer to the

department in charge

5. Handle calls from Sales & Main Line

6. Enquiries on Paper, Toner, Staples and others

7. Handle Product, Sales & Promotion enquiries on Printers, Cameras, Scanners, Projectors and other

products

8. Enquiries on eShop Web Portal online purchase and delivery matters

9. Enquiries on indoor service repair status and related matters

10. Enquiries on gift redemptions

11. Enquiries on training related matters

12. Assisting customer to registering product warranty online

13. Receive enquiries on consumable

14. Process consumable orders

15. Help customers with basic ‘how to’ guides

16. Other administrative matters

• Administrative task

1. Any assignment as assigned by the immediate superior or HOD

• Assist Service Mailbox enquiries and replies

• Handle Inbound & Outbound Calls for Main Line and Operator queue

• Handle Inbound & Outbound Calls for Dom BIS Sales Enquiries

• Send sales lead to the respective sales team

• Raise escalation for the relevant Business Unit for resolution

• Accurately record and update customers’ cases into CRM and trackers following appropriate processes

• Provide accurate and understandable information to all customers and support partners

• Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst

ensuring follow through in all cases

• Ensure all follow ups are done in a timely manner

• Ensure all SLA’s are met appropriately

• Maintain high level of customer satisfaction whilst maintain a professional manner

• Be familiar with all policy, processes, and product knowledge and escalation paths

• Remain polite, patient and courteous with customer throughout the experience

• Ensure the end to end experience for all customers is at a high level of customer satisfaction