Customer Service Specialist

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