Customer Service Representative

Role Purpose

To process customer orders in a timely fashion with 100% accuracy on the same day the orders are received with 100% customer satisfaction in follow up cases.

Key Accountabilities

Order processing timeline

• Receive orders through Altitude System
• Check the item price, barcode, description and packing to match our system
• Flagging errors to Sales Executives
• Processing the order though JDE
• Validating orders
• Pushing the order to the next stage (credit control)
• Generate a daily report to summarize all errors identified in the master data

Customer Satisfaction

• Ensuring that when customers call the Customer Service department, all calls are answered
• Logging the customer inquiries into the system
• Forwarding the inquiry to the relevant department internally
• Set up a deadline of 48h for the inquiry to be addressed
• Follow up internally on the inquiry in process
• Respond to the customer within the 48h deadline

Order processing accuracy

• Cross check all orders for any discrepancies

Data Analysis

• Interpret acquired data and analyze results.
• Translate trends and findings into reports or presentations for management.

Academic Education & Professional Certifications

• Graduate in any discipline

Operational & Managerial Experience

• 1 year experience in admin related role / data entry.