Austine Itebalumeh

HUMAN RESOURCES MISSION: VISION: GOAL: 1. To ensure recruitment and retention of the best staff. 2. To maintain a population of adequately trained staff. 3. To monitor and evaluate staff performance in line with KPIs and company goals. 4. To ensure appropriate staff renumeration and welfare in compliance with labor law of resident country. 5. To manage employee relations and maintain staff safety. 6. Maintain an updated database and inventory FUNCTIONS: RECRUITMENT, COMPENSATION & WELFARE, TRAINING, ARCHIVE ·0 RECRUITMENT Phases: Application Employment Appraisal ·1 TRAINING Phases: Training needs analysis Vendor sourcing Training proper Evaluation and follow-up ·2 COMPENSATION Phases: Planning Analysis Process control ·3 ARCHIVE Phases: Inventory Policy Records CUSTOMER CARE MISSION: VISION: GOAL: 1. To provide adequate product information to customers. 2. To support customers to make their choice of product. 3. To process customer orders. 4. To follow-up on customers and inform them of promos, discounts, sales etc. 5. To resolve customer query and issues. FUNCTIONS: ORDER PROCESSING, ISSUE RESOLUTION & ESCALATION ·4 ORDER PROCESSING Phases: Order Payment Confirmation Delivery Feedback & Support ·5 ISSUE RESOLUTION &ESCALATION ROLE TIME RESPONSE ESCALATION Level 1 Customer support agent 10-15 mins -Live support to solve the problem -Unable to resolve. -customer requests to speak with manager. Level 2 Customer support manager 15-50 mins -Live support with support team -Create ticket with customer details for follow up. -Unable to resolve. -Skills required for resolution are beyond support team’s. Level 3 Account Manager 1-2 hrs -Review issue -Delegate resolution -Attempt resolution -Document issue and all methods used -Unable to resolve. -Customer threatens to leave or bad review Level 4 Product Manager/ Senior Manager/Stakeholders 1-3 business days -Review issue -Apologize and Offer incentives to customer -Seek for external talent to solve issue -Document all steps taken till resolution -Formulate improvement to product that prevents repeat occurrence. N/A Phases Contact Issue resolution Escalation Issue close out