DUTIES AND RESPONSIBILITIES

Customer Interaction & Support:

Handle all incoming customer inquiries through phone, email, and walk-ins in a professional and courteous manner.

Provide detailed product information including specifications, pricing, warranty terms, and availability.

Educate customers about the company’s offerings to help them make informed decisions.

Order Processing & Tracking:

Assist customers with order placement, confirming product details, delivery timelines, and payment methods.

Follow up with production and logistics teams to ensure timely dispatch and delivery of customer orders.

Keep customers updated on the status of their orders, especially in case of delays or changes.

Issue Resolution:

Receive, log, and resolve customer complaints, returns, or product concerns promptly and effectively.

Escalate unresolved issues to the appropriate departments while maintaining accountability and tracking progress.

Ensure customer feedback is addressed and used to improve service delivery.

Customer Relationship Management:

Build and maintain strong, long-term customer relationships to foster repeat business.

Conduct periodic follow-ups with key clients to assess satisfaction and identify opportunities for upselling or cross-selling.

Maintain updated customer records, including contact details, communication history, and order preferences.

Internal Coordination:

Liaise with sales, production, dispatch, and finance teams to ensure customer needs are met seamlessly.

Communicate any customer-specific requirements or complaints to relevant teams to facilitate tailored service.

Reporting & Documentation:

Maintain accurate and updated logs of customer interactions using CRM systems or manual records.

Generate daily, weekly, or monthly reports on customer service performance, issues resolved, and feedback trends.

Assist management with data analysis to improve service processes.

Product Knowledge & Continuous Learning:

Stay updated on the latest products, changes in inventory, and company policies.

Attend regular training sessions to improve communication, conflict resolution, and technical knowledge of products.

Support in Sales & Marketing Initiatives:

Support the sales team with customer insights and historical data during campaigns or promotions.

Help in organizing customer engagement activities such as surveys, product demos, or open days.

 Compliance & Company Standards:

Ensure all customer interactions comply with company policies, ethical standards, and industry regulations.

Handle sensitive customer data with discretion and in line with data protection policies.

KEY REQUIREMENT SKILLS AND QUALIFICATION

Diploma or Degree in Business Administration, Customer Service, or related field preferred.

Minimum 5 years of experience in a customer service or client-facing role

Previous experience in a plastic tank or manufacturing company will be a significant advantage.

Strong verbal and written communication skills

Excellent interpersonal and conflict-resolution skills

Proficient in Microsoft Office and CRM systems

Ability to multitask and remain calm under pressure in a fast-paced environment

High level of professionalism, integrity, and customer-centric mindset.