Customer Care Operations (1 year contract)

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The Customer Care Operations Specialist is responsible for ensuring exceptional customer service and support. This role involves managing customer inquiries, resolving issues, and coordinating with various departments to provide a seamless customer experience. The ideal candidate will have strong communication skills, a customer-centric mindset, and the ability to handle multiple tasks efficiently.

Responsibilities

• Internal Customer Support: Provide prompt and professional responses to customer inquiries via phone, email, and other communication channels. Resolve customer issues effectively and efficiently. (Quotations/Order confirmation)
• Order Processing: Manage and process Internal orders accurately. Coordinate with the sales, logistics, and finance teams to ensure timely delivery and invoicing. (Purchase order to suppliers)
• Documentation: Maintain accurate records of customer interactions, transactions, and feedback. Ensure all customer information is updated in the ERP system. (update backlog data)
• Collaboration: Work closely with other departments, including sales, logistics, and technical support, to address customer needs and improve service delivery.
• Reporting: Prepare and analyze customer service metrics and reports. Identify trends and areas for improvement to enhance the customer experience.
• Training: Assist in training new customer care team members. Share best practices and provide ongoing support to colleagues.
• Continuous Improvement: Identify opportunities to improve customer service processes and systems. Implement changes to enhance efficiency and customer satisfaction.

Requirements

• Education: Bachelor’s degree in Business Administration, Communications, or a related field.
• Experience: Minimum of 2-4 years of experience in customer service or customer care operations.
• Language: English is a must
• Skills:
• Excellent verbal and written in English communication skills.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in customer service software and CRM systems. (preferably JDE and Pronto)
• Ability to multitask and manage time effectively.
• Customer-centric mindset with a focus on delivering exceptional service.