Job description for Senior Customer Service Executive at Alchemy Asia
RESPONSIBILITIES
• Receive PO from sales, check information, promotions, contract duration (if any) then issue SO or quote.
• Answer customer phone inquiries.
• Identify and evaluate customer needs to achieve satisfaction.
• Generate client leads, increase the number of customers, answer client queries and prepare sales documentation.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Communicating and handling customer information.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution 10 solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines, and policies.
• Work with customer service leader to ensure proper customer service is being delivered.
• Specific responsibilities include following with invoices, overdue payments and monitoring ongoing orders.
• Take care of all client's information on On Trade, FOC/CSM requests, and announcements.
• Processing all sales-related paperwork, FOC reporting, and updating the FOC pricelist.
• Receiver the information, process updates and other request from Leader and deliver to team members.
• Synthesize CS reports on periodic and ad-hoc.
• Notify shipment status/shipping schedule to sales according to working schedule.
• Complete the Ad-hoc tasks as requested by the Line Manager.
PERSONAL SPECS
• Have 3-5 years’ experience in Customer Service or Supply Chain Management
• Business English
• Ability to multi-task, prioritize, and manage time effectively.
• Proficient in Microsoft Office, Familiarity with CRM systems and practices. Knowledge
of database systems is one of the advantages.
• Bachelor’s degree in business, Logistics, or related fields.
BENEFITS
1. Salary & Allowances
- Competitive income with 100% salary and allowances on probation
- Gift on special occasion
- Salary will be reviewed at least once per year
- Annual KPIs bonus
- Annual Leave: will be 12 working days per calendar year, pro-rata for the 1st year of employment, max +7 Annual leave adding.
- Statutory insurance contributions (social, health, and unemployment) are based on full salary
- Employees are provided with premium healthcare insurance
- Be provided with high performance laptop and working facilities.
2. Career Growth
- Opportunity to work alongside young, world-class talents in a dynamic and passionate environment
- Very diverse offline and online seminars & workshop provided by company
- Clear and flexible career path
3. Working Environment
- A strong learning culture where initiative and proactivity are highly encouraged at Alchemy Group
- Team building, company trip and internal events
