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Customer Service Specialist
1 week ago
Summary of job role and place in organization
The CS Back Office Process Clerk is responsible for facilitating the solutions by validating return and processing refund/replacement by at the backend.
The CS Back Office Process Clerk reports to the CS Back Office Operation Manager.
Purpose of the job
The Customer Service Back Office Process Clerk is to ensure the handle and process the return/refund/replacement approvals in an effective way.
Responsibilities/core tasks, authorizations
Handle return follow ups
Handle other assigned tasks related to facilitating solutions
Authorization level
Authorized to offer solutions per documented in the “Authorization Flow”
KPIs (Operational for further finalization)
KPIs
Productivity
TM scores
QM scores
Refund rate
Adherence
Team Spirit
Core value
Competences (knowledge, skills and personal abilities)
Company (DNA):
Customer oriented
Adaptability
Energy
Responsibility
Individual / job specific:
Planning & Organizing
Problem Analysis
Listening
Presenting
Cooperating
Flexibility
Initiative
Focus on quality & details
Goal oriented
Logical Thinking
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