Expectations of the Role:
- Serve as the primary point contact for customer inquiries and feedback via phone, email, and chat
- Deliver accurate, timely, and effective resolutions to customer issues and requests
- Process customer orders, returns, and exchanges, and ensuring all transaction accuracy and completeness
- Collaborate with clients, customers and internal teams (e.g. warehouse, delivery) to resolve complex customer issues and provide timely updates to stakeholders
- Accurately document customer interactions and feedback in CRM systems
- Identify, prioritize, and escalate urgent issues to appropriate internal channels
- Monitor and maintain departmental service levels, ensuring response times and case resolutions meet or exceed KPIs
- Ensure compliance with ISO standards and internal procedures
- Recommend process improvements to enhance customer experience and operational efficiency
- Perform general administrative tasks such as data entry, document filling, and document retrieval
Requirements (Must-Have):
- Diploma in Business Admin discipline.
- Proven experience in a customer service or client-facing role
- Proficient with CRM tools and standard office software
Advantageous to Have:
- Experience in healthcare, logistics, e-commerce, or regulated industries
- Familiarity with order management and ERP systems
Personal Attributes:
- Excellent verbal and written communication skills
- Strong critical-thinking and problem-solving abilities
- Highly organized with the ability to multitask and manage competing priorities effectively
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