MISSION :
Support the Asia Pacific Commercial Information teams by providing services on a full range of support tasks including but not limited to, offers, contract issuing, renewal support, documentation and tariffication for prospects, invoicing, service questions and request from clients on reports and rating.
MAIN RESPONSIBILITIES:
- Providing product and service information, resolving product and service problems.
- Clarifying customers complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
- Enhance customer experience across the life cycle through service and complaint resolution frameworks.
- Timely resolution of customer grievances. Handle day-to-day customer enquiries across email, chat, and phone with accuracy and professionalism.
- Stay updated on new product features, enhancements, and process changes.
- Collaborate effectively with internal and group-level teams by sharing case insights, supporting cross functional problem solving, and building strong relationships to ensure faster and streamlined issue resolution.
- Diagnose and resolve common technical and functional issues reported by customers. Document recurring issues (FAQ) and escalate complex cases to the relevant teams.
- Driving Adoption and Penetration of new technology and systems to improve customer service
- Continuous engagement with internal partners for performance outcomes, deliverables, improvements.
- Adhere to SLAs, quality benchmarks, and internal compliance requirements.
- Assists in preparing global monthly/weekly reports, dashboards and metrics, and presents results and recommendations to a variety of audiences.
- Product/market/customer/integral profitability and Pricing/margin analysis.
- Provide support and maintenance to existing management information systems (MIS).
- Develops MIS documentation to allow for smooth operations and easy system maintenance.
- Provide strong reporting and analytical information support to management team.
- Assist in onboarding and training new team members, ensuring smooth knowledge transfer
- Analyze business information to identify process improvements for increasing business efficiency and effectiveness.
- Support the Manager in rolling out the new Projects and Initiatives and also updating on the progress and its impact.