Customer Service Agent (1 year contract)

Responsibilities

• Manage order hotlines by ensuring calls are answered promptly and minimize abandon calls especially during peak hours.
• Ensure achievement of departmental service level at all times.
• Ensure timely and accurate processing of orders received through the order hotline.
• Ensure procedures for processing of item with sales restrictions, order that require price approval and other principal specified requirement are strictly adhered to.
• Co-ordinate the flow of information between customers, principals, warehouse and delivery team concerning status of orders/ delivery arrangements and wrong orders.
• Ensure that critical information regarding urgent delivery, special timing request are communicated and follow up with the delivery section till completion of delivery.
• Assist in the processing of orders from other sources eg Fax, sales order or Electronic orders when required.
• Responsible for collection of information and timely log in of feedback in the CRM system.
• Verify and analyses information provided. Resolve issues on the spot whenever possible, otherwise assign task to relevant departments for resolution or rectification of feedback.
• Ensure timely feedback of all problems and issues from customers and principals.
• Provide admin support when necessary. E.g. Filing, data entry, retrieval of documents, etc. or any other duties assigned.
• Ensure strict adherence and compliance to ISO procedures.
• Any other tasks that may be assigned.

Requirements

• Minimum Diploma in Business Admin discipline.
• Min 2 years relevant experience in logistics operations or customer service role preferred.
• Good verbal and written communication skills.
• Good interpersonal skills and meticulous in handling assigned tasks.
• Customer service related experiences.