Uma Kunjappan Email and Phone Number

Manage customer order via manual or electronic ordering (Subway, Burger King, A&W, Nandos and Richeese).Managing incoming calls and customer service inquiries and complaints. Respond to customer request / complaint within 48 hours.Check return Delivery Note and then perform necessary action on Over, Short and Damage goods.Process add-on order and special delivery order and charge the customer in accordance with business agreements.Maintain and update Inventory Item Master Listing – create item code and update item database.Attend to customer feedback and escalate to respective department for further investigation and revert to customer accordingly on the findings of the investigationPrepare required adhoc, monthly and yearly reports to the management & customers.Send daily updates to stores regards to delivery and pick up.Provide accurate, valid and complete information by using the right methods/toolsBuild sustainable relationships and trust with customer accounts through open and interactive communication. Take the extra mile to engage customers and build good customer service relationship.

Retain customer from leaving Maxis Provide support in related to customer necessityMake outbound calls to acquire new linesCreate conversations and engage with the customers to convert into sales opportunitiesProfessionally and accurately handle customers’ enquiries and requests by applying good knowledge of modern tools, policies and processesProviding customers with advisory, product ownership experience and good after sales supportAdhere to escalation procedure of handling customers' requests and enquiries at all timesSubmit daily feedback on activities to immediate supervisorEffectively executing administrative tasks, including operational and reconciliation reports in a timely and accurate mannerGet involved and contribute in process improvement projects, trainings, and ad-hoc team/individual competitions.Adherence to quality and compliance to standard policies and proceduresMaintain a high degree of responsibility towards customer confidential

Meet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the company brandMinimize call escalations through effective coaching and supportEnsure that subordinates obtain the appropriate training and support to best apply their knowledge and skills on the jobPrepare and review annually Standard of Procedure of call center (SOP)Prepare and review onboarding training guide for new call center recruitsCommunicate business strategies and results to CSRs.Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goalsOffer frequent formal and informal recognitionPrepares call center performance reports by collecting, analyzing, and summarizing data and trends.Build solid productive relationships with all levels of leadership and support teamsFacilitate effective and supportive team relationshipsResolve operational and interdepartmental problems at the soonest and update superior.Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishmentsProvide timely feedback to the management team on customer trends, issues and needs

Attend to membership enquiries, marketing and processing of membership applications and correspondenceKnowledge of club facilities, bye-laws, activities and roles of other supporting departments and assist when requiredExercise acceptable standards of customer service skills in handling requests, suggestions and grievancesEnsure correctness in processing and updating information of new membership, transfer and careful of the movement of handling of share certificatesPrepare and issue membership cards and car stickers within the stipulated periodPromptly and routinely update any changes in personal information, change of address, lost of membership cards and car stickers in to IFCA systems.Prepare and present monthly report concerned to Club Manager on monthlyUpdate and be constantly aware of suspended and defaulted membership listing and recordingTo keep good filing system as required in ensuring documentations are intact for easy referralsTo perform any other assign duties on Member Relations Department and others from time to time requiredTo ensure at all times, cleanliness and outlook of work area is being maintain as required and member’s club information’s are updated.