Customer Service Executive
Job Summary
The Customer Service Executive is responsible for managing customer inquiries across multiple channels including phone, email, and social media. This role involves maintaining accurate CRM records, processing spare part orders, and generating operational reports. The position requires strong communication skills and the ability to proactively address service issues to improve customer satisfaction.
Responsibilities
- Manage customer inquiries across multiple channels
- Maintain and update CRM databases
- Process and invoice spare part orders
- Generate weekly and monthly service reports
- Escalate recurring service issues to management
Required Skills
- Customer service/Call center experience
- Excellent communication and phone etiquette
- Analytical and organizational skills
- Proficient in Microsoft Office (Excel, Word, PowerPoint)
- Knowledge of SAP system
Job Details
Responsibilities:
- Handle and resolve all customer queries received via phone, email, social media platform, live chats, walk-in effectively and promptly.
- 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.
- Maintenance and updating of the data for CRM - Serial Number databases, model codes, and system updates during new product launches.
- 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.
Requirements:
- Experience in Call Centre, Banking or Customer Service (Calls and correspondents) environment will be an advantage.
- Possess a positive mind-set and passion to deliver quality customer service.
- Good analytical, organizational, and documentation skills.
- Possess excellent phone etiquette, comprehension, communication, and interpersonal skills.
- Proficient in Microsoft Excel, Word and PowerPoint.
- Experience in SAP System is a plus.