Sr Customer Service Specialist

Position Summary

The Customer Care Specialist is responsible for order managing till fulfillment and responding to customer inquiries via email, phone or face-to-face in swiftly manner. He/she will be the contact point for internal & external customers, co-ordinate and collaborate all customer’s order promptly and efficiently. Ensure all deliveries to customers are properly communicated to all parties, co-ordinate with Logistics/3rd party to ensure seamless deliveries, ensure customer’s inquiries/complaints/feedbacks are handled promptly and appropriately, as well as to achieve high level of customer satisfaction all the time.

Responsibilities and Duties:

• Focus on order processing, order fulfillment till delivery in promptly and accurately manner.

• Acknowledge customers’ email on queries/feedbacks/order placement within one working day.

• Follow up with customers to ensure high level satisfaction and determining future requirements.

• Ensure that customer’s complaints/feedbacks are well investigated, resolved, and escalating the complaints/feedbacks aptly to Senior and working with Regulatory & QSHE swiftly & independently.

• Ensure the availability of certificate of analysis/compliance, applying inspection status.

• Prepare, generate and disseminate customer’s reports on timely and accurately manner.

• Collecting and sustaining sales data and database of customer contacts.

• Maintain good filing and retrieval system to ensure easy access of work documents, when needed.

• Always adhere to management systems and comply to standard operation procedures without fail.

• Participate in continuous process improvement project; as and when needed.

• Ensure compliance to the safety rules and measures stated in the WSH Risk Assessment.

• Refrain from any unsafe or negligent act that may always endanger yourself or others at workplace.

• Always use the personal protective equipment, to ensure safety at workplace.

• Responsible to participate in protecting the environment, preventing pollution, complying with applicable requirements as identified in the policy statements and promoting sustainable practices.

• Other duties as assigned.

Knowledge and Skills Requirement

• Minimum GCE ‘O’ level or Diploma level.

• At least 2 years working experience in related industry for senior position.

• Professional, effective communication skills, an attentive listener, and a great team player.

• Well-mannered, empathy, approachable, and well-disciplined in nature.

• Calm and patient when dealing with customer in complex situations.

• Reacts well under pressure, especially in a constantly changing organizational environment.

• Proficiency in Microsoft Office.

• Abide by Company’s policies and procedures at all times.

• Always represent the Company in a professional manner.

• Keeping Company’s information confidential.

Brenntag TA Team