Customer Service Representative (CSR)

Key responsibilities

• Receiving the instruments, updating the systems and coordinating with internal team to meet the SLA (Service Level Agreement) for the customer.
• Updating the customers about the status and maintaining high customer focus during the interactions and demonstrate the efficiency.
• Verifying the customer requirements and interacting with outside service providers for quotation and SLA.
• Coordinating with logistics team for the shipment of the material and instruments.
• Interacting with customers for the quotation, PO, invoice and payments.
• Clearance of payments to outside vendors and interacting with accounts team for the clearance.
• Co-ordination with sales to understand the customer requirements and translate the same to working terms and keeping a track of the progress and completion.
• Regular updates to customer for each project or jobs coming to us – receipt, WIP, outgoing.
• May also be required to act as inside sales – calling customers for the leads.
• Supporting on any promotions and following up with customers for the feedback and orders.

Job requirements (education or experience and skills required to be able to perform this job):

• 2-4 years of customer service experience with any technical services company.
• Diploma/engineering/other Degree graduates.
• Calibration and other technical services experience as customer service is an added advantage.
• Excellent communication and to be good in written and spoken English.
• High energy and customer focus is desired.
• Focus on process improvements, innovative thinking and implementation of new ideas is an expectation from this position.