Title:  Specialist Customer Service

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. 

Why It’s Great to Work at DKSH

At DKSH, we are driven by a purpose that goes beyond the ordinary: enriching people's lives. Through the products and services, we provide, DKSH positively impacts millions of lives everyday. Join our team where entrepreneurship meets flexible work arrangements. Take the leap and start a journey where you can grow and make a difference!