Customer Service Executive
Job Summary
The Customer Service Executive will handle customer queries across multiple channels and ensure timely resolution. The role involves managing spare parts inventory, processing invoices, and maintaining accurate CRM records. Additionally, the incumbent will generate reports for management and support various departmental projects.
Responsibilities
- Resolve customer queries via multiple channels
- Manage CRM logs and customer service reporting
- Process invoices and manage spare parts inventory
- Escalate service issues to management
Required Skills
- Customer service/Call centre experience
- Excellent communication and phone etiquette
- Proficiency in Microsoft Office
- SAP experience (preferred)
Job Details
Key Responsibilities:
• Handle and resolve all customer queries received via phone, email, social media platform and live chats effectively and promptly.
• Follow up closely with internal parties for resolutions.
• Proactively escalate query trends, potential issues and recurring service failures to team lead/ manager and ensure that appropriate corrective action is implemented to avoid future problems.
• All customer service request and any follow-up interaction is logged into CRM accurately and timely.
• Assist in processing and invoicing Local and Export spare part orders.
• Preparation and generation of weekly customer service report, weekly and monthly report to BU and HOD.
• Spare parts inventory management.
• Perform other assigned duties and/or project work.
Requirements:
• Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.
• Possess a positive mind-set with a “CAN-DO” attitude, and passion to deliver quality customer service.
• Possess excellent phone etiquette, comprehension, communication, and interpersonal skills.
• Proficient in Microsoft Office applications.
• Experience in SAP will be an advantage.
• On-the-job training will be provided to ensure proficiency in role requirements.