
Customer Support Professional
1 day ago
About Our Ideal Candidate
We are seeking a skilled professional to provide exceptional support to our customers across the country.
- This role involves providing first-line support, building strong customer relationships, and promoting digital solutions to improve overall service and satisfaction.
- Key responsibilities include managing customer orders, queries, concerns, and complaints in an efficient and empathetic manner.
- Promoting and up-selling products and services is also a key responsibility of this role.
Primary Responsibilities:
First Line Support
- Provide timely and effective support to customers on their day-to-day general enquiries.
- Proactively explore customer needs and pain points through daily interactions and coordinate with internal teams to maximise sales leads and opportunities.
Bulk Order Management
- Administer customer orders by coordinating with functional teams to meet customer requests accurately and promptly.
- Enter orders into systems and communicate estimated delivery times with customers.
- Monitor and track orders to ensure they are processed successfully internally.
Sample Request Management
- Enter sample/DTM request into online platforms and communicate estimated delivery times with customers.
Customer Complaint Management
- Be the process owner of customer complaint management to ensure complaints are received, registered, communicated, escalated (when needed), resolved and closed in efficient, empathetic and accurate manner.
Enhance Customer Experience
- Promote and support customer self-service of established digital tools.
- Support customer digital adoption by selling the benefits and providing training to customers.
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