Title:  Customer Care Representative

Job Summary

Handle phone-in (inbound) sales orders, customer and client enquiries/complaints. Provide high service levels to the respective customers and clients, Obtain, verify and process customer orders timely and meet zero-base targets.

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.
• Process accurate and timely entry of customer orders in SAP. Follow-up open sales orders (reason of rejection) to ensure no open sales orders are left unattended in SAP.
• 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 CRM and SAP knowledge
• Proven basic 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 fluency in local language and ideally in English, both written and spoken
• Demonstrate appreciation and respect for cultural sensitivities especially in cross-country/-cultural interactions
• Demonstrate ability to handle highly sensitive and confidential information with integrity.

Education and Experience

• Diploma/certificate in any field.
• Minimum one to two years' experience in similar role.

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! https://www.dksh.com/careers.