Summary:
A customer-oriented service representative to act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction.
Essential Duties and Responsibilities:
Build sustainable relationships of trust through open and interactive communication
Identify and assess customers' needs to achieve satisfaction
Communicates with customers regarding pricing, sample requests, material requirements or shortages and issues new quotes as needed
Keep records of customer interactions, process customer accounts and file documents
Provide accurate, valid and complete information by using the right methods/tools
Coordinates with Production and Transportation all shipments and documentation required for domestic or overseas shipments
Expedites orders or sample request throughout the process to ensure order due dates are met
Handle complaints, provide appropriate solutions and alternatives with the time limits and follow up to ensure resolution
Meet personal/team sales targets and call handling quotas
Go the extra mile mile to engage customers
Other duties may be assigned by Management
Requirements:
Proven customer support experience
Strong phone contact handling skills and active listening
Familiarity with CRM systems, Access and Excel
Customer orientation and ability to adapt /respond to different types of personalities
Excellent communication and presentation skills
Ability to multi-task, prioritize, and mange time effectively
Minimum of 3 years Customer Service experience is required