Posted Jul 23, 2018 2 views
Supervises and coordinates activities of customer support team
Serves as a basic point of contact for sales, sales support and other relevant departments with complaints, queries, request, feedbacks
Ensures that all the request, queries and complaint of customer are responded in a timely and professional manner
Prioritize and process customer requests, queries, complaints submitted by telephone, email, live chat or instant message
Provide accurate, valid, and complete information to the customers by using the right methods/tools
Maintain thorough and accurate customer service records
Work as part of the sales team to drive positive company sales results
Continuously following up with the customer support team, Sales team, logistics team and supplier correspondence team for the matters pertaining customer shipments, queries, requests, complaints
communicating courteously with customers by telephone, email, letter and face to face;
investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
Timely follow-up with Sales Team & customers for any outstanding payments for pending orders
Closely follow-up with supplier correspondence department for; offer details, for approval & other queries on timely manner for finalization of order
Coordinate with Supplier correspondence/BD department for customer sample request & follow-up for sample delivery & follow-up for Test results from customer end
Closely follow-up with Shipment Dept. for timely consignment deliveries and to resolve matters / issues related to shipping (if any)
Mentor and develop team members and nurture an environment where they can excel through encouragement and empowerment
Other work related duties as assigned by supervisor
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