Respond to inquiries, requests, and complaints from clients and customers through multiple channels, including phone, email, physical, chat etc.
Provide accurate and timely information, guidance, and assistance to resolve customer issues and concerns.
Handle customer inquiries and requests regarding product information, pricing, orders, delivery, billing, and returns.
Escalate complex or unresolved issues to appropriate teams or managers for further investigation and resolution.
Ensure service to client(s) is offered as per the SLA and within the contracted pricing
Maintain a positive and professional attitude in all customer interactions, ensuring a high level of customer satisfaction.
Follow established procedures and protocols for handling customer inquiries, complaints, and feedback, resolving disputes as per B2B contract provisions,
Keep accurate records of customer interactions, transactions, inquiries, and resolutions.
Collaborate with internal teams, including sales, operations, and technical support, to address customer needs and ensure prompt resolution of issues.
Negotiate with clients on new business opportunities,
Proactively manage business and operational risks,
Provide administrative support e.g requisitions, payrolls, recruitment, etc to ensure all project stakeholders are adequately facilitated to for timely and in full service delivery
Stay updated on product knowledge, company policies, and industry developments to provide accurate and relevant information to client.
Participate in training and professional development activities to enhance customer service skills and knowledge.
Prepare timely and accurate project reports for clients and internal stakeholders
Overall responsible for the financial performance of the account(s) handled
KNOWLEDGE, SKILLS, AND EXPERIENCE:
A Bachelor's degree from a recognized university in customer/international relations, Engineering or business related course.
At least 5 years' experience is a similar or closely related role
Proven experience in office administration, customer service, or related roles.
Experience working in a medium to large production/processing/manufacturing company
Working knowledge of EHS in the production/processing/manufacturing industry
Strong people management skills.
Excellent communication and interpersonal skills.
Analytical, problem solver with a keen interest in numbers
Proficiency in office software
Strong organizational skills and attention to detail.
Ability to multitask and prioritize workload effectively.
Experience working in a human resource outsourcing setting is an added advantage