Customer Care Representative - Teradion

Purpose of the Position

To provide outstanding customer support to our customers by handling inquiries, complaints, and customer communication and including CRM updates administration and documentation. The role also includes escalating complaints across a number of communication channels.

You will also be asked to handle travel arrangements, and to process orders and shipments including issuing shipping documentation, invoicing, and coordination with the logistics centre.

To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers. The Customer Care Representative will be required to work closely and in conjunction with the different departments.

Responsibilities & Duties

·        Respond promptly to customer inquiries via phone, email, CRM, or other channels.

·        Provide accurate product information.

·        Handle and resolving complaints in a professional manner.

·        Maintain updated and thorough CRM records of interactions and resolutions.

·        Escalate complex cases appropriately.

·        Maintaining a positive, empathetic and professional attitude toward internal and external stakeholders at all times.

·        Process customer orders and ensure accurate documentation.

·        Issue shipping documents and invoices.

·        Communicate and coordinate with logistics partners to ensure timely delivery.

·        Apply correct incoterms and maintain import/export documentation.

·        Analyze reports and extract insights for management.

·        Processing day to day administrative tasks related to supporting the business and customers.

·        Providing feedback on recurring issues and process improvements.

·        Ensure customer satisfaction and provide professional customer support.

·        Handling company travel arrangements.

Academic & Professional Qualifications

High school diploma, general education degree or equivalent.

Additional training in customer service, logistics, or administration is a plus

Work Experience & Skills

·        Strong verbal and written English.

·        Familiar with CRM and ERP systems: Salesforce and Priority is an advantage.

·        Excellent knowledge in MS Office.

·        Proven customer support experience - minimum of 2 years.

·        Ability to work in a team setting and cross departmental projects.

·        Strong phone contact handling skills and active listening.

·        Customer orientation and ability to adapt/respond to different types of characters.

·        Ability to multi-task, prioritize and manage time effectively.

·        Having experience in travel is an additional advantage.

·        Import export experience and basic knowledge of shipping incoterms.

·        Excellent communication.

·        Open mindedness and willingness to take initiative and responsibility.

·        Ability to analyse reports.

Disclaimer: This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected from the position holder. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required from the position holder. The position holder may be asked to perform other duties as required. This role may evolve as business needs change.