Sector (s)

FMCG/ Consumer Goods, Healthcare & Pharmaceuticals, Sales

Length/duration of opportunity

Full time

Job Scope

  • Follow and adhere to work processes and standard operating procedures in performing day-to-day tasks.
  • Receive and handle inbound customer orders, queries and complaints (via hotline).
  • Document and record customer details, queries and complaints.
  • Conduct calls to follow up on issues/orders/complaints to ensure customer satisfaction.
  • Resolve customer queries/complaints as per standard operating procedures and channel to respective operations team for immediate resolution.
  • Provide feedback to supervisor on improvement areas based on customer/client issues.
  • Prepare and submit regular/ad hoc reports to respective departments or management on all the cases logged in system.
  • Maintain up-to-date information on processes, products, price lists, etc.
  • Liaise with respective operations team for issues, follow-up and actions.
  • Establish and maintain good working relationships with clients/customers.

Requirements

  • Demonstrate basic knowledge in customer service principles and practices.
  • Proven basic CRM and SAP knowledge.
  • Proven basic experience in call center/customer service environments.
  • Proven ability in multi-tasking and prioritizing workload.
  • High attention to detail, follow-through and accuracy.
  • Demonstrate proficiencies in office productivity tools (e.g. Excel, Word and PowerPoint).
  • Demonstrate fluency in local language and ideally in English, both written and spoken.
  • Demonstrate appreciation and respect for cultural sensitivities especially in cross-country/-cultural interactions.
  • Able to handle highly sensitive and confidential information with integrity.
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