Job Description

Position Summary: Serve customers by providing product and service information and resolve product and service problems. Attract to potential new sales by answering product and service inquiries and suggest information about other products and services. Responsible to retain existing customer base and maintain customer account information. Rely on instructions and pre-established guidelines to perform the functions of the job. The target is to ensure excellent service standards and maintain high customer satisfaction. Duties & Responsibilities: 1. Serve customers by providing product and service information and resolve product and service problems. 2. Attract to potential / new sales by answering (correct the sentence in position summary too) product and service inquiries and suggest information about products and services. 3. Open and maintain customer records by updating account information. 4. Resolve product or service problems by clarifying the customer\xe2\x80\x99s complaint, determine the cause of the problem, select and explain the best solution to solve the problem, expedite correction or adjustment, follow up to ensure resolution. 5. Recommend potential products and services to management by collecting customer information and analyzing customer needs. 6. Prepare product and services report by collecting and analyzing customer information and customer satisfactory survey. 7. Identify the need for materials and merchandise; work with procurement team to fulfill the criteria to select the vendor in procuring particular merchandise as well as meeting the identified criteria like price, quality, quantity, delivery date and places orders. 8. Coordinate the requirements as stated by customers with procurement team to ensure the sourcing and procuring of the correct supply to meet customer needs and achieve customer satisfaction. 9. Handle complaints provide appropriate solutions and alternatives within time limits and follow up to ensure solution. 10. Keep records of customer interactions, process customer accounts and file documents. 11. Assist with taking and placement of orders, cancel of order, refunds or exchanges and product recalled. 12. Ensure additional costs incurred due to customer cancel order or expediting of orders is communicated to customer and taken care of. 13. Answer all inquiries related to sales \xe2\x80\x93 terms & conditions; act as company gatekeeper. 14. Inform customer of deals and promotions; persuade customer to reconsider of order cancellation. 15. Monitor and maintain customer satisfaction, compile reports on overall customer satisfaction to management. 16. Review pending orders and specific customers requests to ensure excellent customer service and customer experience. 17. Keep record of sales trends, work closely with sales manager to develop sales strategies and sales process improvement. 18. Follow up the development stage, sampling arrangement and submission for customer approval. 19. Any other duties as assigned by management. Requirements: 1. SPM and above with proven customer support experience. 2. Customer orientation and ability to respond to different types of characters. 3. Familiar with CRM system and practices. 4. Ability on multitasking. 5. Excellent communication skills. 6. Order management skills.
HAND SANITIZER , COSMETIC AND PERSONAL CARE PRODUCTS
Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5