Asset Recovery Logistics Service - (Mandarin/Cantonese markets)

Summary:
Asset Recovery Logistics Service Representative works on programs related to customer satisfaction or return of defective materials from end customers, which require access to systems of partners of OnProcess Technology, part of Accenture, Bulgaria. He/she will work in one of the following areas: Contacting Suppliers to Register/Configure their accounts with the client's Network, Assisting Suppliers to process e-invoices, Addressing Suppliers’ issues to the respective teams, administrating assigned workload in client systems, Additional tasks related to enabling the revenue for the client via the Suppliers behaviors.  As a result of customer contact, he/she updates the Company database with all appropriate information. He/she will also support all quality assurance efforts and Program criteria. 

Responsibilities:

• Perform/handle outbound or inbound customer and/or client communications  

• Advise customers on behalf of OnProcess Technology’s clients 

• Interact with customers via various methods of communication by handling all calls/chats/cards according to the set time goals 

• Processes all RMA requests from customers who use warranty partner equipment 

• Utilize clients third parties to provide the entitled service 

• Follow detailed instructions as outlined in Company documents 

• For service level agreement in jeopardy, follow established escalation rules 

• Resolve customer complaints and escalations 

• Informs the client about the development of their requests 

• Performs all necessary actions and closes requests with the consent of the client 

• Update applicable Program Database(s) accurately  

• Appropriately handle challenging and unique customer situations in accordance with OnProcess Technology policies 

• Escalate data or program specific issues to appropriate level of management 

• Meet or exceed OnProcess Technology’s key performance standards and quality objectives 

• Work as an integral part of the Delivery Services team; contributing to the department’s ability to consistently meet and exceed Contact Center performance goals 

• May be responsible for multiple programs/campaigns and working cross-functionally through programs/campaigns  

• Adhering to the Company's policies, procedures and guidelines pertaining to the protection of Information Asset, as referred to in the User Agreement. 

• Reporting actual or suspected security and/or policy violations/breaches to an appropriate authority 

• Identifies any associated issues/risks and monitor performance/results with relevant analysis 

• Identifies, escalates data and program specific issues to appropriate level of management 

• Proactively identifies internal and external best practices that will enable improvement of the standard end-to-end process 

Qualifications:

• Excellent proficiency in working with MS Office and databases   

• Continuous attention to detail, accuracy and quality  

• Ability to perform duties with minimum direction  

• Multi-tasking skills including the ability to toggle between multiple computer windows  

• 1-2 years experience in logistics customer service, order management, or supply chain operations in a shared services or BPO environment 

• Experience handling customer enquiries related to shipment, delivery, order status, returns, or logistics exceptions 

• Strong language proficiency in both Mandarin/Cantonese and English. 

• High attention to detail and ability to follow SLA and escalation processes 

• Strong communication and interpersonal skills. 

• Results-driver with action orientation. 

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