Job Objective:
Customer Request Processing is responsible for the end-to-end handling of customer requests requiring evaluation, justification, management endorsement, and approval. The role ensures accurate preparation of request write-ups, proper endorsement to approving bodies, timely monitoring of approved requests, and strict compliance of customers with the conditions set in the approval. The position plays a critical role in safeguarding service quality, turnaround time, and policy adherence.
Key Duties and Responsibilities:
A. Customer Request Processing
- Receive, acknowledge, and evaluate customer requests related to payment terms, restructuring, waivers, extensions, transfer-related and other customer account requests.
- Validate completeness, correctness, and supporting documents of requests prior to processing.
- Coordinate with internal units (Billing & Collection, Finance, Legal, Project Teams, Reservations or other concerned departments) for verification and inputs as required.
B. Preparation of Write-Ups and Justifications
- Prepare clear, concise, and well-supported write-ups summarizing the customer request, account background, payment history, and relevant facts.
- Provide logical justifications and recommendations based on company policies, historical data, and applicable considerations.
- Ensure accuracy and consistency of data presented in the Customer Request Approval Form and related documents.
C. Endorsement and Approval Monitoring
- Endorse completed request write-ups to the appropriate approving authority or management committee in accordance with established approval hierarchies
- Monitor status of pending requests and follow through until final disposition is received.
- Communicate approvals, disapprovals, or conditional approvals to customers in a timely and professional manner.
D. Monitoring of Compliance and Conditions of Approval
- Monitor approved requests to ensure customers comply with all conditions of approval, including payment commitments, submission of documents, and adherence to timelines.
- Send reminders and follow-ups prior to deadlines and approved commitment dates.
- Escalate non-compliance or deviations from approved terms to management for appropriate action.
E. Reporting and Documentation
- Prepare regular and ad-hoc reports on request volumes, approvals, turnaround times, compliance status, and ageing of pending requests
- Maintain accurate records and documentation for audit, compliance, and management review.
- Update internal tracking tools and systems to reflect real-time status of customer requests.
F. Customer Communication and Service Quality
- Act as a primary point of contact for customers regarding the status of their requests, ensuring clear and consistent communication.
- Explain approvals, conditions, and implications of management decisions in a courteous and professional manner.
- Maintain a high standard of service quality in line with Customer Experience guidelines and service level targets.
Qualifications and Skills
- Bachelor's degree in Business Administration, Management, Finance, or a related field.
- At least 12 years of experience in customer service, account management, or request
processing is an advantage.
- Strong written communication skills for preparing formal write-ups and justifications.
- Detail-oriented with strong analytical and documentation skills.
- Ability to manage multiple requests, deadlines, and stakeholders simultaneously.
- Proficient in Microsoft Office applications and internal request-tracking systems.
- High level of integrity and adherence to confidentiality requirements.
Key Competencies
- Customer Focus
- Analytical Thinking
- Attention to Detail
- Time Management
- Documentation and Reporting
- Interdepartmental Coordination
Performance Indicators (KPIs)
- Timeliness and accuracy of request processing
- Quality and completeness of write-ups and justifications
- Compliance monitoring effectiveness
- Customer satisfaction and feedback
- Adherence to service level agreements (SLAs)
