Customer Service Staff

Job Summary:

The Customer Service Representative is responsible for directly interacting with customers to provide and process information in response to inquiries, concerns and requests related to products and services via the telephone or in person.

Duties and Responsibilities:

OPERATIONAL EFFICIENCY

• Take responsibility for being the first point of contact of customers.
• Deal directly with customers either by telephone, or face to face. Ensure all customers are attended properly.
• Provide information about Company products and services.
• Listen and respond to customer’s needs and concerns; direct requests and unresolved issues to the designated resource, if needed.
• Take orders, prepare sales quotation, create/prepare purchased items; per client's request by telephone, of face-to-face.
• Handle and process return & exchange issues of all customers; preparation of Credit Memo to authorize request.
• Review and make changes to customer’s accounts.
• Offer Company Loyalty card. Processing of new application, encourage customers to get registered and redeem points.
• Release sales-related documents like Gift Certificates and bank checks, etc.
• Perform after-sales assistance.
• Attend to specific concerns of customers related to sales taken.
• Keep customers informed on the pick-up or delivery details.
• Communicate and coordinate with internal departments.
• Work with Promodiser and Purchasing Department on the availability of stocks.
• Coordinate with Receiving Department on the status of delivery.
• Assist the Cashier/ Check-out counter.
• Void incorrect transactions made by cashiers.
• Troubleshoot issues with counter card terminals; coordinate with respective bank providers, if needed.
• Help Cashier, if needed. Provide coins for change to Cashiers.
• Preparation of the following documents:
• Delivery schedule (for Receiving/Dispatch Department’s reference)
• Delivery report of customers with delivery request.
• Pick-up report of customers with purchases made in advance over the telephone.
• Account Receivable (AR) for items being consumed by various departments.
• Record Management.
• Manage customer database.
• Keep records of customer interactions, transactions, details of inquiries, comments and complaints. Record details of actions taken.
• Prepare customer activity reports.

CUSTOMER

• Build good rapport with customers. Attend to customer politely and courteously.
• Provide correct product knowledge, customer service; helps in preparation of items for delivery and pick-up.
• Proactively and positively handle customer concerns, escalate if the need arises.
• Follow policies and procedures in operations in addressing customer issues and requests.

Job Specification:

• Educational Attainment: Preferably, but not necessary, a graduate of secondary education or vocational course.
• Work Experience: At least 1 year of customer service work experience.