Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes
Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
Provide a high level of professionalism and competent customer service
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You will work closely with our Customer Service team and collaborate with Marketing to suggest customer rewards (lucky draws, gifts, vouchers, etc.) based on authentic customer feedback.
Maintain a comprehensive understanding of Chemmart Asia's product offerings, including fine chemicals and scientific products, to effectively address customer inquiries and provide technical support.
Collaborate with the sales and logistics teams to coordinate order fulfillment, track shipments, and resolve any delivery-related issues, ensuring timely and efficient delivery of products to customers.
Maintain accurate customer records and update the customer database with relevant information, including contact details, order history, and communication logs.
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Set ticket impact, urgency and prioritizes tickets, set user perception and expectation accordingly in terms of turnaround and response time
Ensure all tickets are followed up and actioned within stipulated time-frame to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team
Provide technical support to user issues on products supported in a systematic and logical way.
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Goal Achievement: Meet the company's assigned collection targets and daily performance metrics.
Compliant Communication:Conduct professional communications with overdue clients via phone and other compliant channels. Remind and guide clients to make timely payments, and assist them in formulating reasonable repayment plans.
Information Maintenance:Promptly update client information and follow-up records to ensure data accuracy and completeness.
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Customer Service
Communication Skills
Automotive Knowledge
Sales Skills
Problem-Solving
Technical Understanding
Time Management
Perodua Vehicle Knowledge
Automotive Repair
Service Scheduling
Parts Ordering
Teamwork