Customer Service Representative

Roles and Responsilbilities

• Respond to phone calls
• Provide timely response to product, service, warranty, and delivery-related questions from customers.
• Manage customer concerns and resolve problems
• Immediate response to a delivery issues.
• Keep meticulous records of customer complaints, defects, costs, and servicing records.
• Arrange and monitor product servicing and repair (between customer and service team)
• Arrange and monitor product exchange (between customer, 3rd party transporter and warehouse)
• Issue and monitor claims, as well as make arrangements for spare parts with the vendor.
• Keeping daily records of all sales orders from all stores
• Schedule an order delivery appointment with the customer over the phone.
• Inform customers of order status and delays.
• Resolve delivery issues in collaboration with customers and cross-functional teams.
• Daily delivery plan updates to internal team and third-party transporter
• Ensure that internal and warehouse delivery records are accurate.
• Ensure that the internal delivery report value is correct.
• Check third-party delivery services and charges (monthly)
• Keeping daily records of pre- and post-delivery inspection reports

Other Duties

• Schedule product viewing appointments with customers via phone or walk-in
• All other ad hoc duties as needed
• Microsoft Office and Excel proficiency is required.
• ERP expertise is required.
• Excellent oral, written, and interpersonal communication abilities, as well as telephone etiquette
• Customer-focused attitude and ability to work well under pressure
• Taking care of complaints and emergencies
• Detail oriented and works with extreme precision
• Ability to determine customer needs and provide appropriate solutions, as well as set customer expectations