Follow-up and resolve delivery problems
to Customers and keep them informed.
● Pro-actively communicate overstocks and
understocks to the Sales and Production
Managers.
● Liaise directly with Customers and Sales
Agents regarding queries and complaints
● Ensure efficient turnaround times on all
queries and complaints.
● Check back orders on a regular basis and
proactively provide feedback to the
Production Manager.
● Ensure efficient coordination and liaison
with Production, Warehousing,
Distribution and Sales to deliver accurate
and on time Stock Allocation on a daily
basis.
● Ensure accurate and on time processing
of approved Deal Sheets from Sales to
be loaded on system, and filed for easy
access.
● Ensure accurate, timeous loading of
orders from customers and sending out
customer confirmation.
● Ensure inventory levels are at optimum
level without risking overstock.
● Send weekly/monthly SOH report to
customers.
● Export documentation preparation.
● Assist in BRC audits
● Preparation of invoices & statements for
customers.
● Assist management to verify
discrepancies and resolve any
accounting / finance queries.
● Assist the department with effective filing, archiving and record-keeping

All duties relating to staff management
including, staff motivation and coaching
● Interdepartmental communication and
relationship building.
● Complex KAL query investigation and
resolutions.
● Conducted internal fraud investigations.
● Training needs analysis gaps and
evaluation of call centre agents.
● Hello Peter Complaints analysis.
● NPS data analysis.
● Create, update, edit and enhance
process maps and supporting
documentation.
● Analyse and summarize customer issues
in order to prepare appropriate
solutions/clarification to respond to
customers.
● Monitor, create and investigate coupon
related queries.
● Maintain history records and related
problem documentations for future
reference.
● Conduct training for internal staffs based
on company SOPs.
● Collaborate with manager(s) in the
planning, implementation, and
evaluation of internal surveys.
● Strengthen service development
program by capturing key lessons
learned for service management.
● Floor support and dealing with irate
customers
● Managing the complete customer
experience from browsing, product
queries, trouble shooting, ordering
process, returns
● Leading testing group for new systems,
exposing flaws, suggesting
improvements and call centre desired
functionality.
● Training WNS outsourced agents on
eBooks.
● Handling all customer queries and
complaints.
● Following up on deliveries.
● Customer retention by providing
outstanding customer services.

uties relating to staff management
including, staff motivation and coaching
● Interdepartmental communication and
relationship building.
● Complex KAL query investigation and
resolutions.
● Conducted internal fraud investigations.
● Monitor, create and investigate coupon
related queries.
● Maintain history records and related
problem documentations for future
reference.
● Conduct training for internal staffs based
on com
● Floor support and dealing with irate
customers
● Managing the complete customer
experience from browsing, product
queries, trouble shooting, ordering
process, returns
● Leading testing group for new systems,
exposing flaws, suggesting
improvements and call centre desired
functionality.
● Training WNS outsourced agents on
eBooks.
● Handling all customer queries and
complaints.
● Following up on deliveries.
● Customer retention by providing
outstanding customer services.

Out-/Inbound Call Centre Agent
Commissions Administrator
Team Leader
Supervisor

Trainee

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