أخصائي خدمة عملاء

PRINCIPAL ACCOUNTABILITIES/ MAIN DUTIES
● Answers incoming customer calls regarding orders, invoicing issues, product problems, service questions and general customer concerns
● Follow up with Planning, Production and finished goods to ensure customer delivery dates are met.
● Receipt and processing of requests for price quotations, purchase orders, order changes, adjustments, and cancellations. Ensure all order entry details are as per customer Purchase orders
● Resolve 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 with speed and efficiency
● Prepare Monthly/yearly reports by collecting and analyzing customer information.
● Communicate courteously via telephone, email, letter and face to face
● Handle customer complaints or any major concern with decorum and professionalism
● Keep accurate records of discussions and/or correspondence with customers
● Ensure all Standard Operating Procedures (SOP’s) are strictly adhered to, suchlike enquiry form, order entry process, customer complaint process, credit returns process, new job development
● Facilitate the customer account ensuring to escalate any issue early to the Team Leader, providing factual data
● Provide accurate data to account associate and customer alike
● Comply On Time In Full (OTIF) measure in accordance with company directive
● Keep work area clean and tidy, adhering to a clear desktop policy