Customer Care Support Specialist (GBS)

Kuala Lumpur Permanent MYR3,500 - MYR5,500

Updated on 20/10/2021

  • Strategic Location
  • Attractive Remuneration

About Our Client

Since their modest beginnings in 1972, in a greenfield site in Ireland, Kerry Group has grown from strength to strength to become a leading player in the global food and beverage industry.

This journey has been one of dynamic growth and strategic acquisition. As an organisation, Kerry Group never stands still and they are clear with their colleagues, customers and stakeholders; who they are, what they do, how they do it, where they are going and why they matter - they call this The Kerry Way.

Job Description

* Order Management Processing: Manage and process customer orders in line with agreed processes, business terms and service levels. Responsible for data and system accuracy ensuring successful execution of customer's orders & returns collaborating effectively with the relevant team members in regions while adhering to strict deadlines to achieve best outcomes.
* Operational Service Delivery: Responsible for managing relevant customer & internal requests; requests, reporting requirements, master data management, credit returns and related system maintenance with timely processing, & accuracy. Anticipate, identifies and proactively resolve issues by clarifying requirements, determining solutions to provide proactive resolution to achieve service excellence and adhere to operating procedures.
* Performance Management: Identify and highlight operational issues and utilize knowledge and skills to offer solutions and recommend potential enhancements to our service to make it easier and more valuable for our customers to do business with Kerry. Consistently exceeding our Global Customer Service KPI's and Internal Service Performance SLA's.
* Communication Management: Provides professional, timely, reliable and consistent updates and information sharing with internal stakeholders and team members. Navigates internally to ensure timely proactive resolution of issues, queries and complaints providing a seamless experience. Proactively communicates and de-escalates related issues and identifies solutions and keeps relevant internal contacts in region informed.
* Relationship Management: Partners with wider customer care teams in region & builds trusted relationship through positive engagement keeping them apprised of insights, issues and opportunities. Participates in relevant calls, meetings and presentations as requested. Develops strong relationships at a cross enterprise level, partner across function with a customer-focused mindset.

The Successful Applicant

* 1-2 year experience, Bachelors degree or equivalent qualification.
* High level of English language proficiency as this is Kerry's most widely spoken language.
* Confidently able to successfully deliver services and have high quality interactions with Business Partners and Customer groups.
* Able to select the most appropriate method of communication to any given situation and tailor approach accordingly to ensure the most receptive audience and the best likelihood of influence and success.
* Proficiency in one or more additional foreign language would be a significant advantage (in particular Indonesian Bahasa, Chinese, Thai, Arabic, French, German, Italian, Dutch, Spanish, Polish, Portuguese)

What's on Offer

  • Kerry Group is passionate about providing consistent, best in class services & solutions
  • They believe in recognizing & celebrating one another for a job well done, demonstrating their values, living their purpose and serving their customers, teams and community
  • Whether you want to develop new skills or map out the career path you wish to follow, Kerry Group will partner with you to help you grow your own career
  • They want their teams to collaborate, get to know one another and enjoy being at work
Contact
Cheryl Fernandez
Quote job ref
JN-092021-3597408
Phone number
+603 2302 4028

Job summary

Function
Specialisation
Location
Contract Type
Consultant name
Cheryl Fernandez
Consultant contact
+603 2302 4028
Job Reference
JN-092021-3597408