Specialist Customer Service

DKSH


Date: 3 weeks ago
City: Petaling Jaya
Contract type: Full time
Job Summary
  • The incumbent will be supporting the Customer Service team in Order Processing related matters on 1-year contract basis.


General Responsibilities
  • 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 the 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 the 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 of customer service principles and practices
  • Proven basic knowledge of 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.
  • Minimum 1-2 years relevant working experience, preferably in Healthcare industry.

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