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    Change of Details 1s2c SOP

    Uploaded by

    Haslinda
    The document outlines Cryocord's procedures for processing client requests to change their mailing address. It describes the various methods by which clients can request an address change (email, fax, phone call) and the steps staff should take to verify the client's identity, record the request, forward it to the appropriate department for processing, update the client's details, and notify the client once completed. The goal is to ensure address changes are made accurately and clients can be contacted at their correct mailing address.

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    Change of Details 1s2c SOP

    Uploaded by

    Haslinda
    27 views6 pages
    The document outlines Cryocord's procedures for processing client requests to change their mailing address. It describes the various methods by which clients can request an address change (email, fax, phone call) and the steps staff should take to verify the client's identity, record the request, forward it to the appropriate department for processing, update the client's details, and notify the client once completed. The goal is to ensure address changes are made accurately and clients can be contacted at their correct mailing address.

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    The document outlines Cryocord's procedures for processing client requests to change their mailing address. It describes the various methods by which clients can request an address change (email, fax, phone call) and the steps staff should take to verify the client's identity, record the request, forward it to the appropriate department for processing, update the client's details, and notify the client once completed. The goal is to ensure address changes are made accurately and clients can be contacted at their correct mailing address.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    27 views6 pages

    Change of Details 1s2c SOP

    Uploaded by

    Haslinda
    The document outlines Cryocord's procedures for processing client requests to change their mailing address. It describes the various methods by which clients can request an address change (email, fax, phone call) and the steps staff should take to verify the client's identity, record the request, forward it to the appropriate department for processing, update the client's details, and notify the client once completed. The goal is to ensure address changes are made accurately and clients can be contacted at their correct mailing address.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    of 6

    CRYOCORD SDN BHD

    Doc No: CC/1S2C/P06


    Rev No: 0
    Effective
    Change of address Date: 01/03/2013
    Page No: Page 1 of 6

    REVISION HISTORY
    REVISION EFFECTIVE AFFECTED CHANGE DESCRIPTION
    NO. DATE PAGE
    0 01/03/2013 All New issue
    1.

    REVIEWED BY APPROVED BY

    Name Name
    (Position) (Position)
    Date: Date:
    CRYOCORD SDN BHD
    Doc No: CC/1S2C/P06
    Rev No: 0
    Effective
    Change of address Date: 01/03/2013
    Page No: Page 2 of 6

    1. PURPOSE:

    To keep details of clients up to date and avoid wrong details in the system.

    Ensure that the appropriate changes on details was made for the correct details so as the client
    would be able to be updated on their account status and other documents.

    2. SCOPE:

    The procedure is applicable to requests by clients to update their new mailing address to avoid a
    wrong mailing address.

    3. REFERENCES:

    4. FACILITY, EQUIPMENT AND SUPPLIES REQUIRED:

    NA

    5. RESPONSIBILITY

    Sales Operation Department


    One Stop Service Centre staff

    6. DEFINITION:

    SOE
    Sales Operation Executive

    CSE/CSA
    Customer Service Executive/Assistant
    CRYOCORD SDN BHD
    Doc No: CC/1S2C/P06
    Rev No: 0
    Effective
    Change of address Date: 01/03/2013
    Page No: Page 3 of 6

    7. PROCEDURE:
    Flow Chart Description Record

    Change of details request Requests through info mail OR CSE/ CSA email
    by client through
    info@cryocord.com.my
    OR CSE/CSA email Request will be detected by Sales Operation
    Executive (SOE)/CSE/CSA and proceeds to e-mail
    forward to PIC staff.

    *SOE OR CSE/CSA confirms the reception of


    Sales Operation request by sending an e-mail as a reply to client.
    department
    processes request. PIC will process the request by client within 3
    working days.

    Verification & changes *Received reply from PIC in 3 working days, new
    by 1S2C PIC. address has being updated. SOE will verify to
    ensure details updated correctly.

    *Email sent to client informing, new address has


    Verification by SOE to being updated.
    ensure details updated

    Yes. No.
    (Changes were (Changes were not
    made.) made.)

    Requests through fax


    Case closed.
    Clients request the change of address through fax Daily Data record
    containing new mailing address to be updated into sheet
    the system. CSE/CSA verifies the client’s identity
    and record in daily data record sheet before
    Fax from clients forwarded the faxed document to PIC.
    received.
    PIC will process the request by client within three
    working days.
    Admin department
    processes request.
    *Received reply from PIC in 3 working days, new
    address has being updated. SOE will verify to
    ensure details updated correctly.

    Case closed. *SMS/ Whatsapp sent to client informing, new


    address has being updated.
    CRYOCORD SDN BHD
    Doc No: CC/1S2C/P06
    Rev No: 0
    Effective
    Change of address Date: 01/03/2013
    Page No: Page 4 of 6

    Requests through phone calls

    1. Client checking whether or not we received Daily Data record


    Phone call received from their request through info/fax. sheet
    client checking on reception
    of request. Phone call from client stating that they have sent
    their requests through infomail/fax, checking on our
    reception of their request. The identity of the client
    is first verified before anything is done.

    If Yes, respond to client accordingly and proceed to Change of


    Yes. No. forward the documents to PIC for the proper Details Form
    (Received) (Not received) procedure on change of details (Refer above
    requests through fax and info@cryocord.com.my).
    If No, note down client’s request on change of
    address and email to PIC for future action.
    (Requests through fax and info@cryocord.com.my).
    Verification & changes
    by 1S2C PIC.
    request.
    With accordance to Change of Address SOP of
    Sales Operation department, the Sales Operation
    Verification by SOE to department staff is required to process the client’s
    ensure details updated request within three working days.

    *Received reply from PIC in 3 working days, new


    Yes.
    address has been updated. SOE will verify to ensure
    (Change has
    been made.) details updated correctly.

    Case closed.
    *Email/ SMS/ Whatsapp sent to client informing,
    No. new address has been updated.
    (Changes were
    not made.)
    CRYOCORD SDN BHD
    Doc No: CC/1S2C/P06
    Rev No: 0
    Effective
    Change of address Date: 01/03/2013
    Page No: Page 5 of 6

    2. Client calls in to request change of address.

    Note down client particulars verifying the identity


    of client.
    Daily Data record
    Email sent to PIC for processing with accordance to
    the Change of details SOP for Sales Operation sheet
    Department and should be done within three
    working days.

    Change of
    Details Form

    *Received reply from PIC in 3 working days, new


    address has been updated. SOE will verify to ensure
    details updated correctly.

    *Email/ SMS/ Whatsapp sent to client informing,


    new address has been updated.

    Client calls
    in.

    Sales Operation
    department
    processes request.

    Verification & changes


    by 1S2C PIC.
    request.

    8. Verification by SOE to
    RECORDS
    ensure details updated
    i. Change of Details Form

    Verification by 1S2C.

    Yes. No.
    (Changes were (Changes were
    made.) not made.)

    Case closed.
    CRYOCORD SDN BHD
    Doc No: CC/1S2C/P06
    Rev No: 0
    Effective
    Change of address Date: 01/03/2013
    Page No: Page 6 of 6

    CC/1S2C/PO6

    9. SMS/ Whatsapp Template:

    Dear (Customer name), this message is to inform you that, your new address/ details has been updated into
    our system. Thank you for choosing Cryocord. From (Your name).

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