Customer Service Representative

Customer Service Representative

JD Customer Service Representative

Position Summary:

This position is responsible for providing a variety of services and information regarding products, prices, availability, product use and technical support for customers.

Responsibilities:

1. Comprehend customer needs (via conversation, architectural drawings, and written specifications) and recommend a product configuration to meet those requirements
2. Provide pricing, quotes, product information, literature, samples, and support for customers
3. Process orders
4. Arrange deliveries
5. Process product returns
6. Confirm customer information
7. Identify and close additional purchases of products and services
8. Respond to requests from customers for information (via email / call/
9. Engage in technical discussions with customers
10. Promote solutions and services
11. Resolve customer complaints
12. Remain knowledgeable and up to date on product changes and developments
13. Answer questions about warranties or terms of sale
14. Inform customer of deals and promotions
15. Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience
16. Work with customer service manager to ensure proper customer service is being delivered
17. Implement suggestions based on customer feedback (e.g. product enhancements, web site improvements)
18. Perform other related duties as assigned

Knowledge, Skills and Abilities:

1. Excellent written and oral communication skills
2. Should have experience of international voice process
3. Proficient in MS Office, specifically Excel, Word and Outlook
4. Excellent customer relationship skills
5. Flexible to work in US shift timings
6. Able to perform basic mathematical calculations
7. Self-motivated, with high energy and an engaging level of enthusiasm
8. Organized with an ability to know reseller activities and status on an ongoing basis
9. Ability to read and interpret documents such as procedure manuals, work instructions, software manuals
10. Strong problem identification and resolution skills
11. Able to build and maintain lasting relationships with customers
12. High level of integrity and work ethic
13. Working knowledge of Kerridge / K8 will be an added advantage

Minimum Qualifications:

1. Graduate in any stream
2. 2 - 5 years of work experience in a customer service capacity
3. Strong knowledge of retail and/or wholesale sales principles, methods, practices, and techniques

EOE:

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Key Skills:

Communication Skills, Customer Relationship, MS Office, MS Office, Outlook, Mathematical Analysis