Senior / Customer Service Assistant

VWR SINGAPORE PTE. LTD.


Date: 2 days ago
Area: Singapore, Singapore
Salary: SGD 3,500 - SGD 4,500 per month
Contract type: Full time

MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)

  • Maintains and attracts potential customers by handling inbound sales and customer communication (emails, calls, click-to-chat) relating to service status or challenges, concerns, issues within the network
  • Handles inbound sales and customer communication (calls, emails, click to chat) in the processing, expediting, and troubleshooting of customer orders.
  • Owns the customer request and experience from initiation to conclusion.
  • Researches and resolves customer issues, expedites back orders, handles requests for returns and other special requests.
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns.
  • Provides high-level, quality service, closely aligned with sales, to enable sales growth.
  • Follows up with Sales team, suppliers, and customers on any outstanding issues.
  • Makes recommendations on areas for process improvement.
  • Make decisions based on policies and past precedence, seeking guidance as necessary.
  • Accountable to performance metrics such as schedule adherence, productivity standards and quality standards.
  • Performs other duties as assigned.

QUALIFICATIONS (Education/Training, Experience and Certifications)

  • Min. High school diploma required; Bachelor’s degree a plus
  • 1-3 years applicable experience in a customer relationship type role (sales, call center, etc.)

KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)

  • Good interpersonal and communication skills
  • Ability to work successfully in a team environment
  • Good customer service, analytical and problem-solving skills
  • Knowledge of SAP and Microsoft Office applications
  • Self-motivated and demonstrates initiative and result oriented
  • Proficient in both Mandarin and English, with strong verbal and written communication skills to liaise effectively with Chinese-speaking associates.
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