Customer Support

• Respond promptly to customer inquiries via phone, email, and other communication channels.
• Provide accurate information about products, services and company policies
• Assist customers in resolving issues, complaints or service requests in a professional manner.

Answering inbound calls

• Handling a high volume of calls professionally and efficiently, often within a fast-paced environment
• Offering additional items, upgrades or promotions to increase the order value based on customer needs

Order Processing

• Process and manage sales orders and invoices accurately to ensure timely delivery and billing
• Provide daily support for sales operations to facilitate seamless transaction processing
• Ensure all orders are entered into the system correctly and follow up on order status when required
• Recording detailed customer requests (what they want, quantity, delivery instructions) into ERP system, ensuring 100% accuracy

Issue Resolution

• Investigate and resolve customer complaints or service issues.
• Escalate complex matters to the relevant department when necessary.

Customer Relationship Management

• Maintain good relationships with customers by providing excellent service
• Follow up with customers to ensure their issues have been resolved satisfactorily

Documentation and Record Keeping

• Maintain proper records of customer interactions, transactions and feedback
• Update customer information in the system as required

Co-ordination with internal departments

• Liaise with sales, logistics, warehouse and other departments to ensure smooth order fulfilment and delivery
• Co-ordinate with internal teams to resolve customer-related matters

Administrative Support

• Prepare reports, documentation and customer correspondence when required
• Support general administrative duties related to customer service operations
• Execute ad duties as assigned

Service Improvement

• Gather customer feedback and report recurring issues.
• Suggest improvements to enhance customer satisfaction and service efficiency