Customer Service Officer
Job Summary
The Customer Service Officer will handle inbound inquiries, process sales orders, and resolve customer issues to ensure high service standards. The role involves maintaining accurate records in the ERP system and coordinating with internal departments to facilitate smooth order fulfillment. Additionally, the officer will provide administrative support and suggest service improvements based on customer feedback.
Responsibilities
- Manage inbound customer inquiries and calls
- Process sales orders and invoices accurately in ERP
- Resolve customer complaints and issues
- Coordinate with logistics and sales departments
- Maintain customer records and documentation
Required Skills
- Customer service orientation
- Proficiency with ERP systems
- Strong communication and interpersonal skills
- Administrative and organizational skills
- Problem-solving and complaint resolution
Job Details
Customer Support
- Respond promptly to customer inquiries via phone, email, and other communication channels.
- Provide accurate information about products, services and company policies.
- Assist customers in resolving issues, complaints or service requests in a professional manner.
- Answering inbound calls.
- Handling a high volume of calls professionally and efficiently, often within a fast-paced environment.
- Offering additional items, upgrades or promotions to increase the order value based on customer needs.
Order Processing
- Process and manage sales orders and invoices accurately to ensure timely delivery and billing.
- Provide daily support for sales operations to facilitate seamless transaction processing.
- Ensure all orders are entered into the system correctly and follow up on order status when required.
- Recording detailed customer requests (what they want, quantity, delivery instructions) into ERP system, ensuring 100% accuracy.
Issue Resolution
- Investigate and resolve customer complaints or service issues.
- Escalate complex matters to the relevant department when necessary.
Customer Relationship Management
- Maintain good relationships with customers by providing excellent service.
- Follow up with customers to ensure their issues have been resolved satisfactorily.
Documentation and Record Keeping
- Maintain proper records of customer interactions, transactions and feedback.
- Update customer information in the system as required.
Co-ordination with internal departments
- Liaise with sales, logistics, warehouse and other departments to ensure smooth order fulfilment and delivery.
- Co-ordinate with internal teams to resolve customer-related matters.
Administrative Support
- Prepare reports, documentation and customer correspondence when required.
- Support general administrative duties related to customer service operations.
- Execute ad duties as assigned.
Service Improvement
- Gather customer feedback and report recurring issues.
- Suggest improvements to enhance customer satisfaction and service efficiency.