Customer Care Center Executive

Objective of the position
Be responsible for receiving all customer complaints/ replacement/ stock returns and coordinate to related sections for customer complaints' solving and provide a courteous and professional services to our customers at all the times.
Description of tasks
- Provide a courteous and professional service at all times.
- Receive & process complaint & replacement/ stock return from CCC or via emails, fill up PRR form & process under T-code QM on SAP and follow up until issue/return completely.
- Send PRR to delivery team for take back the goods return from customer
- Co-ordinate & manage the service agents/specialists for all warranty claims requiring onsite assessments & repairs nationally.
- Review all credit requests within two (2) working days.
- All credit requests submitted for goods to be returned via showrooms or Customers must have the labels returned to the relevant personnel within two (2) working days.
- Advise Credit Controller and Customers of rejected/unauthorised credit claims via email within two (2) hours of warehouse investigation and within two (2) working days for all other claims.
- Organize goods to be returned within five (5) working days after authorization.
- Any credits not fully processed within fourteen (14) days after authorisation must be followed up and comments noted in the QN.
- Logging of all customer complaints and ensure resolve is achieved within two (2) days, including escalation to relevant Managers.
- Support to check and inform stock avaibility and warranty status to external CCC
- Process Credit memo or Debit memo after receipt information from WH with completed document.
- Follow & check in case customer must issue red invoice (daily and weekly)
- Check and get confirmation from QC regarding the replacement order
- Follow to take back the damage goods in-case replacement
- Process FOC, SAMPLE Consigment and follow up with sales till completely (if required).
- Others administration job and assignments from Leader or Manager.