Specialist Customer Service

DKSH


Date: 1 day ago
City: Petaling Jaya
Contract type: Full time
Job Summary
  • The incumbent will manage inbound orders and customer queries, ensuring satisfaction through effective communication and collaboration with operational teams.
  • This position is a 1-year contract.


General Responsibilities
  • Support superior in managing day-to-day operating expenditures against operating budgets to ensure efficient usage of resources
  • 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 outbound 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


Functional Skills And Knowledge
  • Demonstrate basic knowledge in customer service principles and practices
  • Proven basic knowledge in CRM, SAP and call center/customer service environments
  • Proven ability in multi-tasking and prioritizing workload
  • High attention to detail, follow-through and accuracy
  • Proficient in office productivity tools (e.g. Excel, Word and PowerPoint)
  • Good 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


Education

Minimum Diploma or Degree in any field.

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