Job Description

This position is responsible for providing excellent and professional support services to customers, ensuring that every interaction reflects the company's commitment to quality and satisfaction. It includes managing customer orders, assisting with order placement, modifications, and tracking, while coordinating with internal teams to resolve any issues promptly. The role also involves efficiently addressing customer queries, ensuring accurate and timely resolutions within the department's service level commitments, and identifying patterns to suggest process improvements. By maintaining high standards of professionalism and proactively understanding customer needs, this position helps build strong relationships, enhance customer satisfaction and loyalty, and support the overall efficiency and effectiveness of the department.



KEY COMPETENCIES


Highly developed interpersonal skills Excellent verbal and written communication skills Active listening skills Problem analysis, independent decision making and problem-solving skills Attention to detail and accuracy Customer service orientation, customer centricity mindset Adaptability Initiative Empathy Positive attitude Stress tolerance Good time management A good team player with a flexible and proactive approach Works with integrity and ethical; Upholds organizational value

ESSENTIAL DUTIES & RESPONSIBILITIES:

Communicate with customers, building positive relationships, responding to, and progressing
issues and queries to a successful conclusion at the earliest time


Always maintaining a positive, empathetic, and professional attitude toward customers. Responding promptly to customer inquiries. Follow up the cases, keep the promises Ensure a good understanding of the company products and services and always maintained Provide detailed information about products and processes Communicating with customers through various channels Acknowledging and resolving customer complaints Ensure all complaints, opportunities for improvement and positive feedback from clients is
recorded


Ensure all calls, tasks and cases are logged in Service Cloud (where applicable) Processing orders, forms, applications, and requests. Accurate data entry Communicating and coordinating with colleagues, especially with sales force Pick stock lenses Ensure all tasks are thoroughly investigated within procedures and guidelines as outlined by
Customer Service Manager

Graduated.

Experience:

At least 4 years of experience working with customer support. Previous experience with customer service and data entry Optical experience is an advantage
Essential Skills Required:


Knowledge of Microsoft office applications such as outlook, word, and excel Accurate numeracy skills Comfortable using computers * Knowledge of customer service principles and practices