6.0.

2 MISSION AND VISION

MISSION

To continuously provide innovative solutions through service excellence in product,

implementation and operations

VISION

Advancing nations through efficient public eProcurement solutions

TAGLINE

Innovations in public commerce

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6.0.3 THE CUSTOMER SERVICES OPERATIONS

The integrated customer services in Commercedotcom divide by (3) three section which are:

 Contact Centre
 Counter Services
 Training Centres

Commercedotcom contact centre deliver world-class 24-hours telephone customer

service in a consistent and professional manner. The agents will be divided into a working
shift begin at 08.00am. The method uses in operation management are Telephony System,
Customer Relationship Management, Application User Guide and Manual, Contact Centre
Script and Customer Handling Process and Contact Centre Checklist.

In the event the call centre operation is down with pre-determined time frame, the
following action will be taken place:

 Announce on IVR and Application website of the system issue and provide
alternative number for customer to call.
 Agents will be mobilized to the cold site immediately to the location at Mid Valley.
 The cold site will be activated immediately with pre-determined seats required.

While, operation hours for counter services and training centres are:

9.00a.m – 1.00p.m (Saturday)

9.00a.m – 5.30p.m (Monday-Friday)

Close every Sunday

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6.0.4 THE IMPORTANCE OF THE CUSTOMER SERVICE’S OPERATIONS TO THE
COMPANY

The importance of the customer service’s operations to the company is to deliver quality
customer service by:

 Handle customer inquiries both telephonically and by email

 Striving to ensure customer satisfaction
 Record all problems/errors (log case) that have been facing by user towards product
and services.
 Interacting with customer in respectful within given time frames.
 Interacting with customer in respectful and courteous manner
 Provides and update FAQ based on current situation if necessary
 Enter new customer information into system and update existing customer
information
 Process orders, forms and applications.
 Route calls to appropriate resources
 Complete call logs on daily basis

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7.0 THE RESOURCES IN CUSTOMER SERVICES DEPARTMENT

7.0.1 EMPLOYEES

Total number of staff : 40 staffs including the top management.

Candidate must possess at least a SPM, Diploma, Bachelor’s

Qualification : Degree in Business Studies/ Administration/ Management or
equivalent.

Preferably with 1 year of relevant working experience however

Working experience :
fresh graduates can still be considered.

 Patience
 Attentiveness
Skills
 Clear communication skills
needed :
 Knowledge of the product
 Time management skills
 Assertiveness
 Commitment
Characteristics :  Expediency
 Responsible
 Credibility

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7.0.2 INFRASTRUCTURE AND TECHNOLOGY USED

Infrastructure and technology used in Contact Centre is divided by 2 which are to the
employees and to the customer

1. To employees
 Facilities:
 Office
 Meeting room
 Pit area
 Pantry
 Toilet

 Agent’s equipment for the customer services:

 Computer
 Headphone
 Telephone
 Table and chair

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