Customer Service Specialist

Major 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

• Ensure all tasks are thoroughly investigated within procedures and guidelines as outlined by Customer Service Manager

  Communicating and coordinating with colleagues, especially with sales force

  Ensure all tasks are thoroughly investigated within procedures and guidelines as outlined by Customer Service Manager

Qualifications

• Associate degree, university diploma, or equivalent
• Experience:

  • At least 1 year of experience working with customer support. 

  • Previous experience with customer service and data entry

  • Optical experience is an advantage 

• Knowledge and Hard Skills:

  • 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 

  • Good time management

• Behavioral Attributes: 

  • Customer service orientation, customer centricity mindset

  • Adaptability

  • Initiative

  • Empathy

  • Positive attitude 

  • Stress tolerance

  • A good team player with a flexible and proactive approach

  • Works with integrity and ethical; Upholds organizational value

Mobility

- willingness to offsite support (domestically).

- Able to accommodate shifts and flexible working hours and support overtime base on Lab law and HOTA policy.