Customer Service Senior Executive / Executive

Customer Service Senior Executive / Executive

This position involves a mix of communication, problem-solving, and administrative tasks aimed at maintaining positive relationships with customers and supporting the overall sales and service efforts of the company.

Key Responsibilities:

1. Customer Inquiries and Support

• Respond promptly to customer inquiries via email and phone calls
• Provide accurate information regarding products, services, pricing, and promotions.

1. Sales & Opportunities

• Follow up with customers regularly to identify and capitalise on new sales opportunities through proactive phone calls.
• Identify and suggest potential sales opportunities during customer interactions, including upselling or cross-selling relevant products or services.

1. Order Processing

• Prepare, monitor, and follow-up on quotations and customer orders to ensure timely and accurate processing.
• Update customers on order status, delivery timelines, or any potential delays.

1. Product Knowledge

• Keep up to date with product/service offerings, and processes to provide accurate information to customers.

1. Customer Retention

• Foster strong, long-term relationships with customers by providing excellent service and support.
• Follow up with customers post-purchase to ensure satisfaction and encourage repeat business.

1. Collaboration with Teams

• Work closely with sales, logistics, and other departments to ensure smooth order fulfillment and issue resolution.
• Collaborate with other team members to achieve performance goals and improve service quality.

1. Documentation and Record-Keeping

• Maintain proper documentation and records to ensure easy access to customer and order-related information.
• Update CRM systems or databases with relevant customer information.

1. Ad-hoc Duties

• Perform other ad-hoc duties as assigned to ensure smooth day-to-day operations.

Required Skills & Qualifications:

1. Educational Background

• Minimum qualification of a Diploma or GCE “O”/“N” Level. Engineering or Business-related fields preferred.

1. Experience

• Previous experience in a customer service role, particularly in B2B sales, is an advantage.

1. Technical Skills

• Familiarity with customer service software, CRM systems, and Microsoft Office (Excel, Word).

1. Other Skills:

• Customer-focused with a passion for delivering exceptional service.
• Ability to multitask and prioritize in a fast-paced environment independently with minimal supervision.
• A team player with strong interpersonal and communication skills.
• Strong written and spoken communication skills in English.