Customer Service Representative

Responsibilities:

• Engage directly with customers via telephone or electronic communication channels, ensuring a seamless and positive interaction.
• Provide swift responses to customer inquiries, demonstrating attentiveness and professionalism.
• Demonstrate adept problem-solving skills to address and resolve customer complaints, preemptively mitigating issues that could impact service quality.
• Gather and assess pertinent information to effectively handle inquiries regarding products and services.
• Utilize Syspro for efficient order processing, ensuring accuracy and timeliness.
• Strategically manage workflow to align with both customer and departmental timelines, optimizing efficiency.
• Thoroughly document inquiries, feedback, and complaints, facilitating a comprehensive understanding and timely resolution.
• Foster effective communication and collaboration with internal departments to enhance customer experience.
• Generate comprehensive reports and conduct analyses on customer movement, contributing valuable insights for strategic decision-making.
• Spearhead the development of customer templates to streamline processes and enhance customer satisfaction.
• Oversee customer contract management, ensuring adherence to agreements and fostering strong client relationships.
• Facilitate system price changes in accordance with company policies and market trends.
• Manage customer claims and credits proficiently, balancing customer satisfaction with organizational policies.
• Provide reliable coverage during vacation periods to maintain uninterrupted service delivery.

Requirements:

• Exceptional interpersonal skills to build rapport and foster positive relationships with customers and colleagues alike.
• Proficiency in both verbal and written communication to effectively convey ideas, information, and solutions.
• Meticulous attention to detail and a commitment to accuracy to ensure high-quality work and client satisfaction.
• Demonstrated adaptability to thrive in a dynamic and evolving work environment, readily embracing new challenges and opportunities.
• Proactive initiative to take ownership of tasks, identify areas for improvement, and drive positive outcomes.
• Resilience and stress tolerance to maintain composure and effectiveness in demanding situations, ensuring consistent performance and customer satisfaction.
• 2 years in a similar role is preferred.
• Working hours are 7:30am to 4:00pm, Monday to Friday