Sr. Customer Service Rep

Job description

The Customer Service Representative acts as the first point of contact for customers, assisting with inquiries and resolving issues in a professional and efficient manner. The role ensures high levels of customer satisfaction through accurate and timely processing of orders, proactive communication, and effective coordination with internal teams. This position is key to delivering a seamless and positive customer experience while supporting the companys service standards and operational goals.

• Customer Interaction:
  Act as the first point of contact for customers, assisting with inquiries and resolving issues professionally.
• Order Processing:
  Ensure accurate and timely processing of customer orders, including entry, modifications, and tracking in the system.
• Greeting & Support:
  Greet customers courteously and provide helpful support to ensure positive interactions.
• Needs Identification:
  Understand and identify customer needs, guiding them to the appropriate team or department for further assistance.
• Cross-Functional Coordination:
  Collaborate with warehouse, logistics, and sales teams to ensure timely and accurate order fulfillment.
• Feedback Management:
  Coordinate customer feedback with relevant internal teams to drive service improvements.
• Documentation:
  Maintain proper documentation and filing of critical records such as invoices, delivery notes (DN), and local purchase orders (LPOs).
• Communication:
  Proactively communicate order statuses and relevant updates to customers.
• Complaint Resolution:
  Address and resolve customer complaints by providing appropriate solutions and ensuring timely follow-up.
• Call Center Support:
  Handle incoming calls promptly and courteously, ensuring accurate information and efficient resolution of customer queries.
• Strategy Support:
  Support the implementation of the customer service strategy and uphold core values.

• Excellent command of English, both written and spoken.
• Proficient in MS Office (Word, Excel, PowerPoint); ERP experience is a plus.
• Strong organizational and time management skills with attention to detail.
• Ability to work under pressure, manage multiple priorities, and meet deadlines.
• Customer-focused mindset with strong communication and problem-solving skills.

Bachelor's degree or Diploma in Business Administration or related field.