Title:  Representative, Customer Services

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 Manager 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
  •    Others tasks assign by Manager

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