Title:  Customer Service Representative - PANDACAN Site

1. 1. PRIMARY FUNCTION

Provide consistent high-quality service to customers, business partners and individuals by ensuring accurate and efficient handling of inbound and outbound interactions with PCIC through any of the available channels (phone, SMS, fax, email, letters) involving the following main business processes:

1. Marketing Processes involving campaign/trade promotion executions, lead generation and surveys
2. Sales Processes which include inbound/outbound telesales, opportunity, inquiry and sales order management
3. Service Processes that encompasses complaints management, returns/case/management, inbound/outbound calling service
4. RNEM Trouble Call Handling

1. 2. DUTIES AND RESPONSIBILITIES

To be accountable for the following:

1. Marketing Process

• Conducts initial lead evaluation and qualification:

• • Creates CRM customer master data for prospect
  • Defines relationship of new contact persons for existing customers
  • Acquires and validates important and relevant data from prospect (new or existing) which include among others product needed, volume requirement, desired payment terms, timetable or when product will be required, status of company, etc.
  • Creates the necessary lead document.    
  • Identifies the lead qualification level and inputs this in the system based on the assessment /judgment from the acquired customer data.
  • Identifies the appropriate Area Sales Executive (ASE) that should handle the lead for processing.
  • Conducts follow-up on status of lead to ensure that ASE has been able to conduct the initial contact with the prospect.
  • Creates Opportunity document for lead with high sales potential.

• Handles Marketing campaign/ promo through outbound calls and non-voice interactions to targeted customer segment on a per need basis.

• Conducts outbound call to validate feedback and response to marketing campaigns.

• Conducts outbound call to conduct customer satisfaction surveys for service improvement and enhancement of customer loyalty and retention.

2. Sales Process

• Answers all voice calls within the standard number of rings, give caller the greetings and closing spiels in accordance with the applicable standard service level agreement (SLA) with the customers.

• Identifies all customers interacting with the PCIC through various channels to ensure that they are authorized representatives and to provide personalized service.

• Accesses customer master data and historical transaction data to validate products/services required by the accounts.

• Opens the credit master data in SAP to check customer credit status.

• Processes efficiently, accurately and within the standard targets and applicable SLA with customers all orders from any of the available channels (phone, fax, emails, etc.):

• Inputs the order to SAP System.  Ensures correctness of required inputs such as product, quantity of order, pricing (to include freight, pumping and other charges), serving bulk plant /storage location, delivery mode, etc.
• Selects the appropriate BOM component for BOM orders
• Checks/calls-off order against Contract /Delivery Advices (DA), as applicable.  Ensures that orders are within the prescribed Contract/DA.
• Advises concerned party/follows up concerned approving authorities to ensure release of orders are on time.
• Provides the customer the order numbers and other pertinent data.

• Edits and deletes existing orders as requested by authorized customer representative or ASEs.

• Attends to customers’ sales order follow-up by analyzing the delay of the delivery and coordinating with various parties to expedite customers’ request

•  Accomplishes and sends within the standard time the required Blending Request Form to the appropriate party. Secure confirmation that said Blending Request Form is properly acknowledged.

• Prepares the necessary request for Debit/Credit Notes in cases of under or over billing

• Periodically, analyzes the sales generated by a cash customer after order creation and creates lead document when customer meet the volume criteria for upgrading to regular account. 

• Reconciles cash sales accounts and coordinates with cashiers and ASEs.

• Cleans up open and partially-served sales orders per agreed retention period.

• Conducts cross-selling of lubes & other products, as applicable, to customers ordering fuel products based on historical data and on-going product promotions and campaign.  Records all relevant feedback (product, price and volume) by customer regarding the cross-selling activities. When necessary prepare lead document for customers with high sales potential.

• Coordinates with MISD the replication of customer master record from SAP ECC to SAP CRM for customers that does not exist yet in the system. Updates non-financial customer master data in SAP CRM based on the information provided by accounts and ASEs. 

• Prepares Records of all interactions with the customers in the SAP CRM system.

3. Service Process

• Handles customer feedback (inquiries, complaints and commendations) received through PCIC inbound calls and email.
• Handles Feedback Management (Talk2Us) through inbound calls (#PETRON), email and SMS applying the necessary customer handling skills to appease/pacify the complainant in accordance with the applicable SLA: 

• Establish veracity of the complaint through proper probing and/or documentation.
• Creates complaint document in the system, ensures that all details of the complaint are taken and summarized accurately. Categorizes the complaint based on classification system.  
• Ensures that appropriate notification actions are executed from the complaint document.
• Resolves, recommends or suggests solution to ensure customers satisfaction at the first interaction. 
• Recommends the necessary follow-up action should the complaint necessitates after call activity or field work or on-site visit by identifying follow-up document.  Identifies other parties that will be involved for notification.
• Advises the appropriate party (Sales, Technical and Operations) if an on-site visit is necessary.
• As part of the ownership of the call, monitors the progress and resolution of the complaint. Provides periodic advice to customer on the status of the complaint.
• Once the complaint is resolve by field work or on-site visit, conducts the necessary call back to complainant to validate if the resolution is satisfactory.
• Closes the complaint case and ensure updating of the resolution database.

• Provides helpdesk assistance within company standards and/or applicable customer SLA, all queries from business partners and customers to enhance First Call Resolution, which includes among others:

• Product application and   recommendation
• Fleet Card and other card variant concerns
• Product Data Sheet requirement
• Dealership Application
• Service Station location
• Bio-fuels inquiry
• SMS ordering inquiry
• Ongoing service station promo
• Sales and Lead Management Process
• Credit Management Process
• Customer Master Data Creation and Updating
• Complaints Management
• Call/Interaction Management
• Order Management
• Inquiry/Helpdesk Management
• Petron Malaysia
• Stock Inquiries
• Other client activities
• Inquiries received via Feedback Management (Talk2Us)

4.  EIDDS Intervention Management

5.  RNEM Trouble Call Management

6.  Administrative Functions

• Logs-in and logs-out to ensure proper call routing process.
• Submits required reports.
• Attends specialized seminars and training as required.
• Performs other duties /responsibilities that maybe assigned by the Team Leader from time to time.