Job Description

Job Position: Customer Care Executive (KULAI)

As a Customer Care Executive in the manufacturing industry, your primary responsibility is to provide excellent customer service and support to clients throughout their experience with the company. You will be the main point of contact for customers, addressing their inquiries, resolving issues, and ensuring their satisfaction. Here is a comprehensive job description for a Customer Care Executive in the manufacturing industry:

1. Customer Support: Respond promptly to customer inquiries, complaints, and requests via phone, email, or in-person. Provide accurate information about products, services, pricing, and delivery timelines. Assist customers in placing orders, tracking shipments, and handling product returns or exchanges.

2. Issue Resolution: Investigate and resolve customer problems, complaints, or escalations in a timely and satisfactory manner. Collaborate with internal teams such as sales, production, and logistics to resolve complex issues or address specific customer requirements.

3. Order Processing: Enter and process customer orders accurately and efficiently into the company\'s database or order management system. Coordinate with relevant departments to ensure timely order fulfillment, manage backorders, and provide order status updates to customers.

4. Technical Assistance: Provide technical support or troubleshooting guidance to customers who face product-related challenges. Collaborate with the technical team to identify and resolve technical issues promptly. Document customer interactions and solutions for future reference.

5. Product Knowledge: Develop a deep understanding of the company\'s products, features, and specifications. Stay updated on new product releases, changes in manufacturing processes, or modifications to ensure accurate and up-to-date information is provided to customers.

6. Relationship Management: Build and maintain positive relationships with customers, fostering customer loyalty and repeat business. Proactively reach out to customers to gather feedback, identify opportunities for improvement, and ensure customer satisfaction. Identify and address potential issues or bottlenecks in the customer journey.

7. Sales Support: Collaborate with the sales team to identify potential upsell or cross-sell opportunities based on customer needs and preferences. Provide sales support by sharing product information, pricing details, and assisting with order configurations or customization requests.

8. Documentation and Reporting: Maintain accurate customer records, order histories, and communication logs. Generate regular reports on customer inquiries, issues, and resolution trends to identify recurring problems and recommend process improvements. Prepare monthly report.

9. Continuous Improvement: Contribute to the development and enhancement of customer care processes, policies, and procedures. Propose ideas to streamline workflows, enhance customer satisfaction, and increase operational efficiency.

10. Quality Assurance: Ensure compliance with company policies, standards, and industry regulations during customer interactions. Adhere to established service level agreements (SLAs) and performance metrics, striving to meet or exceed customer service targets.

Job requirements:
\xe2\x80\x93 Degree in any discipline
\xe2\x80\x93 Excellent communication skills, both verbal and written
\xe2\x80\x93 Strong interpersonal skills and ability to build rapport with customers
\xe2\x80\x93 Problem-solving and conflict resolution abilities
\xe2\x80\x93 Customer-oriented mindset with a passion for delivering exceptional service
\xe2\x80\x93 Attention to detail and ability to multitask in a fast-paced environment
\xe2\x80\x93 Proficient in using customer relationship management (CRM) software and other relevant tools
\xe2\x80\x93 Knowledge of manufacturing processes, products, and industry terminology
\xe2\x80\x93 Technical aptitude to understand and troubleshoot product-related issues
\xe2\x80\x93 Ability to work independently and as part of a team

\xe2\x80\x93 Require frequent travel to China and India

Kindly contact Ms Rachel at +6019-772 2619 for further details or send your resume to [ rachel.gan@cityrecruit.com.my ]

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