| Total Marketing Service Outsourcing |
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Regular CS and
fulfillment reports
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Local & overseas
cheque processing
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Account setup, order payment, invoice
issuing, refund |
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Technical inquiries
(by stationed engineer), complaints |
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Order delivery
status, stock level
checking |
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Capture orders &
inquiries via mail,
email, fax and
phone (toll-free) |
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Centralise Asian
orders and inquiries
in Hong Kong |
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Client:
Top US Electronic Component Distributor
Nature:
Inbound Customer Services & Fulfillment
Duration:
Ongoing since June 2005
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Setup a toll-free inbound customer services (CS) hotline in HK with
multi-lingual operators to handle customer inquiries and orders from
China, Hong Kong, Singapore and Taiwan. |
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Achieved over 90% service level for inbound calls. |
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Setup a team of CS staff to handle mail, email and fax inquiries.
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Setup
a pan-Asia fulfillment network in HK, SG and TW to collect mails and
process cheque payment. Fulfillment centre in China will be launched in
2006. |
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