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Account Administrator (Accounting Department)

The responsibility of this job is to be the key liaison between Thailand, Regional Hubs and Malaysia Finance Department as well as Thailand’s outsourced account firm, as well as for maintaining the general office upkeep.

JOB PURPOSE
  • To be responsible for the day to day administration duties and processing of financial documentations of the Company
  • To be the key liaison between Thailand, Regional Hubs and Malaysia Finance Department as well as Thailand’s outsourced account firm
  • To be responsible for general Office upkeep
KEY ROLES & RESPONSIBILITIES
  • Accounting, Tax and legal processes for SALESWORKS LIMITED & Affiliates
  • Prepare, Collation, and translation of Accounts Payable documentation including all payments to suppliers, staff and marketing companies
  • Sending out Accounts Receivable documentation including invoicing, receipting and cheque collection as necessary
  • International transfer preparation to various other countries as necessary
  • Assistance in Weekly calculating & preparing withholding taxes certificates, submission to creditors
  • Requesting and issuing all company cheques
  • Checking and confirming petty cash reconciliations
  • Liaise with external accounting firm with daily accounting process, monthly tax & vat preparation, and legal issue
  • To control office inventory and stock
  • Assistance in HR documentation process
  • General administrative, clerical support, secretarial duties and any other tasks as assigned by Senior Administrator
REQUIREMENTS
  • No experience required – fresh graduates welcome
  • Age no more than 30 years old
  • Strong in Microsoft Word and Excel
  • Must be very organised and great attention to detail
  • English skills are required
  • Ability to work under pressure and meet organisational deadlines
  • Able to multi-task
  • Fast learner

Customer Service and Training Specialist

We are looking for a Training Specialist to enhance the competencies of individual employees by designing and conducting training programs that will boost employee’s workplace performance in alliance with the company’s core values. You will be responsible for performing training needs assessments, designing and delivering curriculum and learning materials and for managing all phases of training interventions.

JOB PURPOSE
  • Monitor daily workload and activities of staff scheduling, coaching, and training to develop an effective team with a strong customer focus
  • Manage inbound and outbound calls by providing optimum service to customers
  • Resolve customer service enquiries and issues promptly, ensure effective & timely follow up
  • Prepare welcome call reports and analysis on outbound calls
  • Support Manager to review work processes, identify and resolve process gaps through constructive feedback for continuous improvements where appropriate
  • Call scoring /coaching
  • Complaint Management for both Charity & Commercial division
  • Manage Exit interview for all MOs in order to ensure accurate feedback from ex and existing ICs
  • Training – new recruits
  • Develop and continue to perform CS & Product Training – for ICs both Charity & CSR division
KEY ROLES & RESPONSIBILITIES
  • Perform inbound/outbound calls periodically to be in touch with call handling to guide team effectively
  • Ensure calls are completed within stipulated timelines which will be determined upon the assignment of the call work
  • Monitor team’s schedule adherence
  • Manage by walking around. Be visible to answer questions
  • Disseminate information to team members to ensure accurate and updated information is conveyed to customers. Conduct briefing sessions & identify knowledge gaps / training needs
  • Motivate and encourage agents through positive communication and feedback
  • Conduct Weekly/Monthly CC Challenge. Brainstorm, plan and execute challenges to increase agents’ productivity
  • Train and coach team members to improve performance, for example, via quality call scoring and call coaching
  • Conduct regular review of welcome call agents performance and organize training sessions for under performers
  • Prepare team performance reports and productivity reports
  • Prepare probationary review for new joiners
  • Conduct Mid year and Year end evaluation for immediate report staff
  • To raise to superior’s attention immediately upon encountering backlash or negative feedback from the donors/ICs relating to any areas of Appco or the recruiter’s obligations to the client, inconsistencies in the data/call list, technical or software difficulties, or any issues preventing the execution or completion of the assigned tasks within the stipulated timelines
  • Resolve escalated complaints, perform investigation, recovery, and root cause analysis
  • In conjunction with other departments, investigate and Issue action response for ICs
  • Listen to call recording from mystery shopper and analysis on the quality of IC’s pitching
  • Prepare GBU report and assist in GBU training
  • Continue to improve upon and conduct CS training for ICs on charity & commercial division
  • Continue to improve upon and conduct product training for ICs on commercial division
  • Conduct training for both own and extended team – including those of MO
  • Liaise with clients account manager for both charity & commercial division on the complaint case
  • Liaise with senior operation executive on operational issues
  • Perform exit interview for all MOs and provide report/feedback regularly to Owner
  • Lend expertise to assist CS manager, CAM manager when requested