Matrix Precast Concrete Ltd, a leader in the production and supply of precast concrete products, is seeking a confident, experienced, and professional Customer Service Agent to join our team. The ideal candidate will have a proven track record in customer service, excellent communication skills, and a passion for ensuring customer satisfaction. This position is open to female applicants aged 28 years and above who hold a university degree and have at least 3 years of relevant experience.
- Minimum Qualification :Bachelors
- Experience Level :Mid level
- Experience Length :3 years
- Working Hours :Full Time
1. Customer Interaction
- Serve as the first point of contact for customer inquiries and complaints via phone, email, and in-person interactions.
- Provide accurate information about the company’s products and services.
- Maintain a professional and positive demeanor in all customer interactions.
2. Order Management
- Process customer orders accurately and ensure timely communication of order status.
- Coordinate with the production and logistics teams to ensure timely delivery of orders.
- Handle changes, cancellations, or modifications to orders as requested by customers.
3. Problem Resolution
- Investigate and resolve customer complaints and issues in a timely and effective manner.
- Escalate complex issues to the appropriate departments or management as needed.
- Follow up to ensure that all issues are resolved to the customer’s satisfaction.
4. Documentation and Reporting
- Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions.
- Generate weekly and monthly reports on customer service activities and trends.
5. Relationship Building
- Build and maintain strong relationships with clients to encourage repeat business.
- Conduct regular follow-ups with customers to gauge satisfaction and gather feedback.
6. Team Collaboration
- Work closely with sales, production, and delivery teams to ensure seamless service delivery.
- Participate in team meetings and contribute to strategies for improving customer experience.
7. Customer Service Strategy
- Stay updated on industry best practices and recommend improvements to customer service processes.
- Assist in developing and implementing customer service policies and procedures.
Qualifications and Requirements
1. Education and Experience
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum of 3 years of experience in customer service, preferably in the construction or manufacturing industry.
2. Skills
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and customer relationship management (CRM) software.
- Ability to multitask and manage time effectively.
3. Personal Attributes
- Confident and approachable personality.
- Exceptional attention to detail and organizational skills.
- Strong work ethic and a commitment to providing outstanding customer service.
- Ability to work under pressure and meet deadlines.
4. Other Requirements
- Female candidates aged 28 years and above are encouraged to apply.
- Knowledge of precast concrete products and construction industry practices is an added advantage.
