A Senior Customer Service Representative is responsible for handling high-priority and escalated customer requests.

Responsible for training customer service officer, prioritizing client requests, providing a smooth solution to escalated client issues and to ensure that all proper service is provided to internal and external customers.

Routinely responsible for processing orders, claim/complaint, returns, credits, invoices and other shipping documents, answer inquiries, and provide information to customers. Requires knowledge of office systems and office procedures. Duties included combination of answering phone/email, purchase order processing, typing, office machine operation, document scanning and (electronic or hard copy) filing and practice to meet team objectives.

Task and Responsibility

• Play a key role in order delivery core process to ensure the order delivery meet customer requirement and the delivery performance meet target set

• Daily order processing with transactions accurately and making changes where necessary, in a timely manner from order entry to delivery commitment to customers

• Coordinate shipping arrangements and ensure shipment is according to the schedule

• Investigate and respond to every inquiry and complaints from customer regarding company's product and possibly its shipment with a thorough and speedy coordinate & resolve

• Provide efficient analyses to help identify and communicate trends and drivers to the business to management

• Ensure that the company's customer master data is properly entered and kept in a way that whenever any information is needed in the future, it can be easily accessed

• Enhance customer satisfaction, gain customer trust as reliable supplier and establish long-term business relationship

• Support assistant manager-customer service and supervise team members as a senior level

• Coordinate and follow ISO, BRC and internal control, support audit surveillance on quality process flow

• Keep on developments in customer service by attending to meetings and training courses

Qualifications

• Bachelor's degree Business administration, business or related fields with 5-7 experienced in customer focus, support, services, Sales

• Able to multitask, excellent time management and prioritization skills

• Able to analyze sales data and related statistics and translate results into positive customer experience and resolution

• Knowledge of quality system, excellence level of English and self-motivated and self-directed

• Good problem solving, people skills and high level of creativity