Customer Service Specialist

Working position purpose:

Under the direction of the Business Development Manager, ensure customer service strategy is actioned effectively.

In addition to general duties, rights, and responsibilities, which are imposed by the Labour Code, the respective Human Resources Manual (HR Manual), working procedures and documentation covering ISO guidelines, the following duties, rights and responsibilities are related to the working position:

Health and Safety management

Customer Needs:

1. Assessing current customer needs and expectations.
2. Regular coordination with production to ensure the smooth realization of the production plan.
3. Responsible for checking production jobs are pre-arranged.
4. Caring for existing customers, providing advisory and informational services.
5. Build sustainable relationships and trust with customers through open and interactive communication.
6. Responsible for all aspects of customer service, administration, account queries, and sales support.
7. Manage the order process, escalate any concerns, ensuring appropriate changes are made to meet customer requirements and send order acknowledgements to customers.
8. Aptly manage customer expectations and queries by determining the cause, seeking solutions, and escalating if appropriate.
9. Work with price lists and/or other department heads to determine charges for services requested.
10. Resolve any billing issues by working with the accounting department to refund or credit where necessary.
11. Collate new customer credit information to supply to the Finance department for insurance approval.
12. Communicate with all individuals/departments whose involvement impacts customer communications.

Required qualifications and other skills:

1. Specialized 3-year vocational training e.g. industrial clerk and many years of professional experience required.
2. Very good written and spoken English skills.
3. Confident handling of MS Office programs.
4. SAP experience advantageous.
5. Very good communication skills and ability to work in a team.
6. 2 years consistent working experience in customer service.

Personality criteria:

1. Responsibility and conscientiousness.
2. Diligence and willingness to cooperate.