Fresh Jobs at Audacious Business Concept Limited

Purpose of the Role

• The Customer Care Representative is responsible for answering inbound calls to assist member and potential member inquiries.
• This person will have a comprehensive understanding and knowledge of the firm’s procedures, products and services, and will demonstrate proper telephone etiquette and a high level of engagement and commitment to call quality.

Responsibilities

• Providing help and advice to customers using your organization’s products or services;
• Communicating courteously with customers by telephone, email, letter and face to face;
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by retail sales associate;
• Handling customer complaints or any major incidents, such as a damaged goods
• Issuing refunds or compensation to customers;
• Keeping accurate records of discussions or correspondence with customers;
• Analyze statistics or other data to determine the level of customer service audacious is providing;
• Producing written information for customers, often involving use of computer packages/software;
• Writing reports analyzing the customer service that audacious provides;
• Develop feedback or complaints procedures for customers to use;
• Improve customer service procedures, policies and standards for the organization and meeting with store managers to discuss possible improvements to customer service;
• Being involved in staff recruitment and appraisals;
• Training staff to deliver a high standard of customer service;
• Learning about the organization's products or services and keeping up to date with changes;
• Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses;
• Answer all incoming calls with a pleasant, professional voice and good listening skills
• Inform existing and prospective members of current promotions and new or updated products
• Cultivate relationships with departments and branches to develop a team atmosphere within the organization
• Perform additional duties as assigned.

Job Requirement/ Qualifications

• Minimum of B.Sc in Humanities or any relevant field
• Good verbal and written skills to effectively communicate in the English language.
• Excellent organizational skills, with the ability to handle multiple tasks by prioritizing job responsibilities.
• Proficient PC skills, with the ability to learn new software. Familiarity with Microsoft Windows, Microsoft Office Suite, Internet Explorer
• Must be able to efficiently utilize system applications to assist with all member inquiries.
• Skilled use of phone system, computer and all related software
• Basic math/accounting skills, excellent verbal and written communication skills, research, problem solving skills and dealing with potential conflict.

Relevant Skills:

• The Customer Care Representative will have the ability to negotiate resolution of complex inquiries and disputes.
• Ability to present a professional image when dealing with members, co-workers, and other contacts.
• Ability to work both independently and as a team player, while using discretion in decision making and sound judgment in problem solving.
• Demonstrate effective listening, interviewing, and communication skills and identify crossservicing opportunities to meet member needs.

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Job Description

• The HR officer will be responsible for performing professional and administrative tasks requiring thorough knowledge of departmental operation and functions.
• He/she will be reporting to the Executive Director.
• Performance will be evaluated on ability and effectiveness in carrying out the assigned responsibilities.

Responsibilities

• Recruitment: Effectively management recruitment process right from the point of identifying the vacant positions to the onboarding stage; Maintain database for prospective candidates (who are on standby) and ensure that stores are adequately staffed with competent hands at all point in time.
• Employee File Management: Maintain proper file for all members of start (both for new and exited staff). Such file must contain relevant staff documents and must be regularly updated.
• Employee Relationship and Attendance: Maintain formal and informal counselling with employee; Maintain staff contact list; Prepare shift roster and schedule such on online platform;
• Leave management: Manage and process all kind of leave requests which must be in line with the company’s policy
• Staff Database: Maintain detailed and up to date database of all staff.
• Training & Development: Develop, organize and facilitate training program/plan suitable to enhance staff (Sales Associates & HQ) performance improvement.
• Payroll Management: In collaboration with the Accounts team, prepare the monthly payroll advice/schedule.
• Policies and Process: Participate in the design and formulation of HR and employee related policies and procedures targeted at building and improving on the organization culture and structure in line with the organization goal.
• Statutory Regulations: Liaise with statutory agents with respect to the registration and administration of staff pension, etc.

From the above responsibilities, your duties are as follows but not limited to them:

• Placement of Job advert on relevant job sites
• Selection and recruitment of prospective staff
• Co-ordinate onboarding process for prospective staff
• Ensure adequate and proper staffing across stores
• Maintain staff files and ensure proper documentation
• Maintain and ensure accuracy of staff database. And also maintain database of prospective candidates
• Keep track with staff attendance and issuing query where relevant
• Management of staff absenteeism
• Biometric clock in and out checks
• Online scheduling of staff roster on HRMs
• Handling conflicts and resolving such among staff
• Supervise to arrest staff misconduct and misbehavior within the office environment
• Develop and maintain policies and procedures relating to people in a work environment
• Enforce proper use of Labor Law on day to day activities
• Timely facilitation of probationary periods and also performance evaluation/appraisal
• Payroll, Reward System and Compensation Management
• Develop and facilitate staff training and development program
• Liaise with relevant statutory bodies such as Pension Fund Administrators, etc with respect to pension registration and administration, etc.
• Review and develop processes to build the organization’s structure and culture
• Sales Performance Review and evaluation.
• Other tasks assigned by the management team.