Enhance Customer Experiences as a Skilled Service Representative

3 days ago

Antipolo City, Calabarzon, Philippines beBeeCustomer Full time ₱2,500,000 - ₱4,500,000

Customer Service Representative Role

 

The role of Customer Service Representative is a vital position within our organization, responsible for delivering exceptional customer service to distributors. This includes responding to phone and email requests, answering inquiries, and resolving customer complaints in a timely and efficient manner.

 

As a Customer Service Representative, you will be the primary point of contact for external and internal customers, processing and maintaining sales orders, quotes, and product information. You will also provide basic technical support, recommend products, and communicate with internal sales personnel regarding customer-sensitive issues.

 

Key performance areas include:

  1. Providing quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints.
  2. Primary contact for external & internal customers to process, enter, maintain, and provide status of all standard and special orders.
  3. Quote all established standard or contract pricing and modified tools.
  4. Provide basic technical support and recommend products for customer applications.
  5. Consistently communicate with internal sales personnel as well as the Customer Service Manager regarding any customer sensitive issues.
  6. Meet established departmental KPI's
  7. Support AR by investigating disputed payments and process credit memos as needed.
  8. Resolve quote or purchase order discrepancies for all customer orders.
  9. Process routine returns, quality returns and annual stock returns.
  10. Monitor one or more Key Accounts; proactive notification of late orders, issuing credits and/or RMA's, filing customer complaints, track shipments, run open order reports as needed.
  11. Respond promptly to customer needs; solicit customer feedback to improve service, manage difficult or emotional customer situations.
  12. Maintain departmental processes in accordance with other affected facilities and departments.
  13. Attend in-house and/or outside training classes to enhance and upgrade skills as required.
  14. Perform other duties as assigned.

 

The ideal candidate will possess excellent communication skills, both written and verbal, and be proficient in Microsoft Office and ERP systems. Experience with SAP is an asset. The candidate should have a strong work ethic, be organized, and able to multitask in a fast-paced environment. Additionally, they should be able to develop new ways to improve current practices while maintaining strong relationships with colleagues and customers.

 

Work is typically performed in an office or home environment, requiring extended periods of sitting or standing using a computer. Frequent mental and visual attention is required. Must adhere to a code of conduct policy.

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