Senior / Customer Service Assistant

VWR SINGAPORE PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading company in Singapore is searching for a Customer Support Representative to manage inbound sales and customer inquiries. The role requires excellent communication and problem-solving skills, along with a high school diploma and experience in customer relations. The ideal candidate will be self-motivated and able to work effectively in a team environment while handling various customer concerns and improving processes.

Qualifications

• Minimum high school diploma required; bachelor’s degree is a plus.
• 1-3 years' applicable experience in a customer relationship type role.

Responsibilities

• Handles customer communication related to orders and service issues.
• Researches and resolves customer issues, including back orders and returns.
• Accounts for performance metrics like productivity standards.

Skills

Interpersonal skills

Communication skills

Customer service skills

Analytical skills

Problem-solving skills

Education

High school diploma

Bachelor’s degree

Tools

SAP

Microsoft Office

Job description

MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)

• Maintains and attracts potential customers by handling inbound sales and customer communication (emails, calls, click-to-chat) relating to service status or challenges, concerns, issues within the network
• Handles inbound sales and customer communication (calls, emails, click to chat) in the processing, expediting, and troubleshooting of customer orders.
• Owns the customer request and experience from initiation to conclusion.
• Researches and resolves customer issues, expedites back orders, handles requests for returns and other special requests.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns.
• Provides high-level, quality service, closely aligned with sales, to enable sales growth.
• Follows up with Sales team, suppliers, and customers on any outstanding issues.
• Makes recommendations on areas for process improvement.
• Make decisions based on policies and past precedence, seeking guidance as necessary.
• Accountable to performance metrics such as schedule adherence, productivity standards and quality standards.
• Performs other duties as assigned.

QUALIFICATIONS (Education/Training, Experience and Certifications)

• Min. High school diploma required; Bachelor’s degree a plus
• 1-3 years applicable experience in a customer relationship type role (sales, call center, etc.)

KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)

• Good interpersonal and communication skills
• Ability to work successfully in a team environment
• Good customer service, analytical and problem-solving skills
• Knowledge of SAP and Microsoft Office applications
• Self-motivated and demonstrates initiative and result oriented
• Proficient in both Mandarin and English, with strong verbal and written communication skills to liaise effectively with Chinese-speaking associates.