Customer Relations

1. Customer Consultation and Order Confirmation

• Understand customer needs and provide tailored advice.
• Generate quotations, answer inquiries, suggest upgrades, and confirm orders.
• Guide customers on payment and form processes.

2. Order Operations

• Create order codes and input details; notify customers of order codes and confirmations.
• Coordinate with Operations and Accounting for order and payment processes.
• Facilitate communication among customers, writers, and Operations during order fulfillment.
• Handle Outlines, Drafts, and Finals between OM and customers.

3. Customer Care Services

• Support customers from initial contact through service completion.
• Follow care programs, suggest improvements, and reconnect with past customers.
• Ensure an excellent customer experience.

4. Data Management and Internal Processes

• Manage customer and order files, internal documents, and service process files.
• Conduct monthly data reconciliations with OM, Marketing, and Accounting.
• Generate monthly CR reports and analyze data for improvement.
• Coordinate with OM and Accounting on customer refunds.