Customer Service Executive

Role Purpose

To work as an integral member of the Customer Service organization, to provide excellence in customer care by reducing customer effort and to move the business to a position of global strength through continuous improvement.

Job Responsibilities

• Communicate with customers and manage internal accounts on a day-to-day basis, dealing with all enquiries and queries in a helpful, proactive, and responsive manner.
• Ensure that orders are processed accurately and efficiently, and any queries are dealt with in a timely manener.
• Ensure all documentation and records are accurate, easy to access and correct.
• Work with the team to make recommendations and implement improvements to both our existing processes and for communication with customers and other department.
• Assist in the development of new products and features, working with the customer and all members of the business.
• Manage complex situations and sometimes contradictory information, to effectively solve problems by using existing procedents or procedures.
• Complete work with limited degree ot supervision.
• Act as an informal resource for colleauges with less experience.
• Use discretion to modify work practices and processes to achieve results or improve efficiency.
• Keep the department leader up to date with account progress, product and range development, and problems and issues with any area of customer services, to ensure the customer receives the best services the company can offer.
• Person in this position may:
• Manage orders or claims/ credits on multiple countries or divisions
• Be a Product / Account / Customer Expert
• Be a Local team trainer
• Be proficient in Continuous improvement

Qualifications

• Recommend 4+ years Customer Service Experience (internal/external)
• Preferably good command in English both spoken and written and good computer literacy, Internet applications including email, ERP systems (SAP)
• Has developed specialised skills in import/export or is multi-skilled in own work area
• Proficient in Project Management
• Strong analytical skills, adapt at problem solving and self-managing escalations
• Detail-oriented, self-motivated, ability to take on additional responsibilities as required and work with minimal supervision.