Customer Service Senior Executive / Executive

Customer Service Senior Executive / Executive

We, a leading safety and health products distributor, are currently seeking candidates for the position of Customer Service Senior Executive / Executive. The Customer Service Senior Executive / Executive plays a crucial role in ensuring customer satisfaction by handling inquiries, resolving issues, and providing a seamless experience for customers. This position involves a mix of communication, problem-solving, and administrative tasks aimed at maintaining positive relationships with customers and supporting the overall sales and service efforts of the company.

Key Responsibilities:

1. Customer Inquiries and Support
   • Respond promptly to customer inquiries via email and phone calls.
   • Provide accurate information regarding products, services, pricing, and promotions.
2. Sales & Opportunities
   • Follow up with customers regularly to identify and capitalize on new sales opportunities through proactive phone calls.
   • Identify and suggest potential sales opportunities during customer interactions, including upselling or cross-selling relevant products or services.
3. Order Processing
   • Prepare, monitor, and follow up on quotations and customer orders to ensure timely and accurate processing.
   • Update customers on order status, delivery timelines, or any potential delays.
4. Product Knowledge
   • Keep up to date with product/service offerings and processes to provide accurate information to customers.
5. Customer Retention
   • Foster strong, long-term relationships with customers by providing excellent service and support.
   • Follow up with customers post-purchase to ensure satisfaction and encourage repeat business.
6. Collaboration with Teams
   • Work closely with sales, logistics, and other departments to ensure smooth order fulfillment and issue resolution.
   • Collaborate with other team members to achieve performance goals and improve service quality.
7. Documentation and Record-Keeping
   • Maintain proper documentation and records to ensure easy access to customer and order-related information.
   • Update CRM systems or databases with relevant customer information.
8. Ad-hoc Duties
   • Perform other ad-hoc duties as assigned to ensure smooth day-to-day operations.

Required Skills & Qualifications:

1. Educational Background
   • Minimum qualification of a Diploma or GCE “O”/“N” Level. Engineering or Business-related fields preferred.
2. Experience
   • Previous experience in a customer service role, particularly in B2B sales, is an advantage.
3. Technical Skills
   • Familiarity with customer service software, CRM systems, and Microsoft Office (Excel, Word).
4. Other Skills:
   • Customer-focused with a passion for delivering exceptional service.
   • Ability to multitask and prioritize in a fast-paced environment independently with minimal supervision.
   • A team player with strong interpersonal and communication skills.
   • Strong written and spoken communication skills in English.