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.