Customer Service Agent

Customer Service Agent

Objectives

• Assist the Customer Service Coordinator in his/her daily activities.
• To provide outstanding customer service by answering the clients’ calls and providing all relevant information
• To ensure that proper follow up is made for customers’ requests
• Manage customer accounts and update customer information on CRM platform
• Keep record of customer complaints and comments
• Perform feedback and customer service survey

Responsibilities

Customer Service:

• To operate a telephone switch board and to manage large number of incoming calls;
• Provide accurate, valid and complete information as per company procedure;
• Prepare daily / weekly delivery planning and compiling all demands (products) from clients / hardware and communicating to P&D Team Leader
• To check client status on database before accepting orders and to inform client of tentative delivery date as per lead time;
• To inform client within 72 hours as per lead time once order has been scheduled for delivery

Blanket Order:

• Prepare Blanket Order for clients by:
• Receiving Sales Order Form from Salesmen
• Seek approval from Supervisor / Manage, create, print & send Blanket Order Form to Accountant to cross verify and give approval to proceed.
• Communicate Blanket Order number to salesman and invoicing clerk and send BSO to Salesmen.

Customer Complaints:
Make follow-up of Customer Complaints received by Salesmen in order to satisfy the client by:

• Inputting details of complaints received from Laboratory as technical issue and even non-technical issue on the Customer Complaints Form.
• Ensuring that inspection on site is done.
• Ensuring that the job is tagged close within acceptable period to customers satisfaction

Pump & Contracting:
Ensure completeness of work with consent of Pump Supervisor and Lead by:

• Seeking client PO though Sales Supervisor
• Creating Blanket order and communicating to Invoicing Clerk and updating job completion.

Internal Collaboration:

• Collaborate with the Sales team to ensure that the department meets the objectives set by the Management
• Assist the sales back office on specific tasks as and when required.
• Assist in the distribution of marketing and promotional material
• Processing orders for Sales team

Health & Safety & Ethics:

• Ensure that equipment provided by the company are not willfully or recklessly damaged, interfered with or misused.
• Take reasonable care for own safety & health and that of other persons who may be affected by our acts or omissions at work.
• Report any hazardous incidents or issues to the superior
• Adhere to the approved and established procedures and to the company’s terms and conditions of service.
• Liaise with HOD whenever the approved and established procedures cannot be observed.
• Ensure cleanliness of workplace

Qualifications

• Higher School Certificate
• Prior training in call centre, customer care or help desk
• 2 years in a call centre as Agent

Technical Competencies

• Proficiency MS Office
• Product knowledge
• Customer service relationship skills
• Knowledge of Sales tools and techniques

Behavioural Competencies

• Excellent communication skills
• Ability to deal with difficult customers
• Team spirit
• Analytical skills
• Focused
• Multitasking
• Ability to work under tight deadlines
• Problem solving