Title:  Assistant, Customer Care

Job Summary

Provide "in-office" after-sales support (i.e. customer requests, orders, complaints, billing, etc.) and excellent execution of procedures, processes and guidelines

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
• Handle routine outbound/inbound customer requests/orders/complaints/billing and products/services information. Escalate to relevant stakeholders for follow-up actions
• Handle periodic “walk-in” customer service and sales by providing quick and pleasant service to customers
• Accurately enter all new customer information, existing customer orders and adjustments to ensure proper customer service, accounting of purchases, billing and inventory reconciliation
• Maintain and communicate current, accurate information on pricing, products, promotions and service procedures to customers
• Prepare and submit regular/ad-hoc reports to respective departments or management on all the cases logged in the system
• Provide feedback to supervisor on improvement areas based on customer/client issues
• Work closely with internal stakeholders to ensure timely, effective and efficient service to customers
• Establish and maintain good working relationships with clients/customers

Functional Skills and Knowledge

• Demonstrate basic knowledge in customer service principles and practices
• Proven SAP knowledge
• Proven experience in call center/customer service environments
• Proven ability in multi-tasking and prioritizing workload
• Demonstrate high attention to detail, follow-through and accuracy 
• Demonstrate proficiencies in office productivity tools (e.g. Excel, Word and PowerPoint)
• Demonstrate fluency in local language and ideally in English, both written and spoken

Education

Diploma/certificate in any field