Customer Service Representative
Full time Position
Davao City, Philippines
Role Overview:
The Customer Service Representative is an excellent communicator who is dedicated to servicing both Force’s B2B and B2C customers. The role encompasses providing Force’s customers exceptional product and service information in a timely, friendly, and professional manner.
Role and Responsibilities:
- Inbound sales call management from both B2B and B2C customers – providing professional, courteous call servicing – including inbound and outbound call.
- Email and Live Chat customer service response management.
- The accurate and timely processing of both B2B and B2C sales orders.
- Order Management process from receipting orders through to order release – Processing of email, phone and B2B (online) orders and coordination of release with Logistics Manager.
- Processing of 40% of team orders.
- Returns and Warranty management for both B2B and B2C customers.
- Product and Delivery Enquiries from B2B and B2C customers.
- Resolution Management with B2B and B2C customers.
- Product Support – Providing a high level of product knowledge and technical support to both B2B and B2C customers.
- State based and National Accounts product and sales support.
- Non-conformance management – Investigation and resolution of Customer order non-conformance.
- Interdepartmental assistance – Provide support to other departments as required.
- Delivery Enquiries with 3rd Party provider – Liaise with courier companies for tracking of customer orders relating to dispatch, delivery and Proof of Delivery.
- Greeting and sign in of customer for Force Head Office.
- Daily Filing/Reporting of team paperwork.
- Outbound Call Management – ability to facilitate outbound service and sales calls.
Educations and Skills Required:
- At least 6 months to 1 year of experience in a similar role.
- Excellent English communication skills both verbal and written.
- Previous background in customer service and telemarketing.
- Experience with tier one ERP systems, ideally MS Navision, or of similar specification.
- Proficient in MS Office.
- Word – Intermediate.
- Excel – Intermediate.
- CRM Desirable.
- High level of accuracy and attention to details.