Overview:

The Customer Service Representative is responsible for providing high-quality service to customers throughout the order lifecycle. This role involves entering orders, resolving order-related issues, handling customer inquiries, and managing escalations through different channels. The role aims to minimize errors, maintain service excellence, and contribute to overall customer satisfaction.

Essential Job Responsibilities:

Ensure the following transactions are done to the highest standard, with accuracy and reducing transaction times within agreed timeframes: Order entry, order follow-up, stock information, backorder reports & invoicing, claim & return handling and crediting
Customer Support & Escalation Handling: Address customer inquiries via phone, email, and chat, managing escalations promptly and professionally. Log operational cases and provide clear updates to customers regarding their orders and delivery status.
Order Issue Resolution: Identify and resolve order issues such as delivery delays, product availability discrepancies, and billing errors. Work with internal teams to ensure accurate and timely order fulfillment.
Cross-Functional Collaboration: Work closely quotes tenders, service / technical support, logistics, planning, finance, regulatory and sales teams to ensure efficient order turnaround and address any bottlenecks in the order-to-delivery process.
Be compliant, follow all procedures and policies, complete training on time
Continuous Improvement: Participate in team meetings and training sessions, providing feedback and suggestions for process improvements to enhance service delivery and operational efficiency.

Skills, Knowledge and Abilities:

Customer Focus: Strong understanding of customer needs and the ability to provide solutions in a courteous and professional manner.
Attention to Detail: Maintains a high level of accuracy in processing orders, managing emails, and preparing reports, ensuring all customer interactions and documentation are precise and error-free.
Problem-Solving: Ability to resolve routine issues independently and escalate more complex matters appropriately.
Organizational Skills: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.