CUSTOMER CARE REPRESENTATIVE

DUTIES AND RESPONSIBILITIES

Customer Interaction & Support:

• Handle all incoming customer inquiries through phone, email, and walk-ins in a professional and courteous manner.
• Provide detailed product information including specifications, pricing, warranty terms, and availability.
• Educate customers about the company’s offerings to help them make informed decisions.

Order Processing & Tracking:

• Assist customers with order placement, confirming product details, delivery timelines, and payment methods.
• Follow up with production and logistics teams to ensure timely dispatch and delivery of customer orders.
• Keep customers updated on the status of their orders, especially in case of delays or changes.

Issue Resolution:

• Receive, log, and resolve customer complaints, returns, or product concerns promptly and effectively.
• Escalate unresolved issues to the appropriate departments while maintaining accountability and tracking progress.
• Ensure customer feedback is addressed and used to improve service delivery.

Customer Relationship Management:

• Build and maintain strong, long-term customer relationships to foster repeat business.
• Conduct periodic follow-ups with key clients to assess satisfaction and identify opportunities for upselling or cross-selling.
• Maintain updated customer records, including contact details, communication history, and order preferences.

Internal Coordination:

• Liaise with sales, production, dispatch, and finance teams to ensure customer needs are met seamlessly.
• Communicate any customer-specific requirements or complaints to relevant teams to facilitate tailored service.

Reporting & Documentation:

• Maintain accurate and updated logs of customer interactions using CRM systems or manual records.
• Generate daily, weekly, or monthly reports on customer service performance, issues resolved, and feedback trends.
• Assist management with data analysis to improve service processes.

Product Knowledge & Continuous Learning:

• Stay updated on the latest products, changes in inventory, and company policies.
• Attend regular training sessions to improve communication, conflict resolution, and technical knowledge of products.

Support in Sales & Marketing Initiatives:

• Support the sales team with customer insights and historical data during campaigns or promotions.
• Help in organizing customer engagement activities such as surveys, product demos, or open days.

 Compliance & Company Standards:

• Ensure all customer interactions comply with company policies, ethical standards, and industry regulations.
• Handle sensitive customer data with discretion and in line with data protection policies.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Diploma or Degree in Business Administration, Customer Service, or related field preferred.
• Minimum 5 years of experience in a customer service or client-facing role
• Previous experience in a plastic tank or manufacturing company will be a significant advantage.
• Strong verbal and written communication skills
• Excellent interpersonal and conflict-resolution skills
• Proficient in Microsoft Office and CRM systems
• Ability to multitask and remain calm under pressure in a fast-paced environment
• High level of professionalism, integrity, and customer-centric mindset.

HOW TO APPLY

• If you meet the above qualifications, skills and experience share CV on This email address is being protected from spambots. You need JavaScript enabled to view it.
• Interviews will be carried out on a rolling basis until the position is filled.
• Only the shortlisted candidates will be contacted.