The Customer Service Representative is responsible for providing high-quality service to customers throughout the order lifecycle. This role involves entering orders, resolving order-related issues, handling customer inquiries, and managing escalations through different channels. The role aims to minimize errors, maintain service excellence, and contribute to overall customer satisfaction.
Essential Job Responsibilities:
- Ensure the following transactions are done to the highest standard, with accuracy and reducing transaction times within agreed timeframes: Order entry, order follow-up, stock information, backorder reports & invoicing, claim & return handling and crediting
- Customer Support & Escalation Handling: Address customer inquiries via phone, email, and chat, managing escalations promptly and professionally. Log operational cases and provide clear updates to customers regarding their orders and delivery status.
- Order Issue Resolution: Identify and resolve order issues such as delivery delays, product availability discrepancies, and billing errors. Work with internal teams to ensure accurate and timely order fulfillment.
- Cross-Functional Collaboration: Work closely quotes tenders, service / technical support, logistics, planning, finance, regulatory and sales teams to ensure efficient order turnaround and address any bottlenecks in the order-to-delivery process.
- Be compliant, follow all procedures and policies, complete training on time
- Continuous Improvement: Participate in team meetings and training sessions, providing feedback and suggestions for process improvements to enhance service delivery and operational efficiency.
Skills, Knowledge and Abilities:
- Customer Focus: Strong understanding of customer needs and the ability to provide solutions in a courteous and professional manner.
- Attention to Detail: Maintains a high level of accuracy in processing orders, managing emails, and preparing reports, ensuring all customer interactions and documentation are precise and error-free.
- Problem-Solving: Ability to resolve routine issues independently and escalate more complex matters appropriately.
- Organizational Skills: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
