Senior Customer Care Executive
Position Summary
The Customer Care Specialist is responsible for order managing till fulfillment and responding to customer inquiries via email, phone or face-to-face in swiftly manner. He/she will be the contact point for internal & external customers, co-ordinate and collaborate all customer’s order promptly and efficiently. Ensure all deliveries to customers are properly communicated to all parties, co-ordinate with Logistics/3rd party to ensure seamless deliveries, ensure customer’s inquiries/complaints/feedbacks are handled promptly and appropriately, as well as to achieve high level of customer satisfaction all the time.
Responsibilities and Duties:
- Focus on order processing, order fulfillment till delivery in promptly and accurately manner.
- Acknowledge customers’ email on queries/feedbacks/order placement within one working day.
- Follow up with customers to ensure high level satisfaction and determining future requirements.
- Ensure that customer’s complaints/feedbacks are well investigated, resolved, and escalating the complaints/feedbacks aptly to Senior and working with Regulatory & QSHE swiftly & independently.
- Ensure the availability of certificate of analysis/compliance, applying inspection status.
- Prepare, generate and disseminate customer’s reports on timely and accurately manner.
- Collecting and sustaining sales data and database of customer contacts.
- Maintain good filing and retrieval system to ensure easy access of work documents, when needed.
- Always adhere to management systems and comply to standard operation procedures without fail.
- Participate in continuous process improvement project; as and when needed.
- Ensure compliance to the safety rules and measures stated in the WSH Risk Assessment.
- Refrain from any unsafe or negligent act that may always endanger yourself or others at workplace.
- Always use the personal protective equipment, to ensure safety at workplace.
- Responsible to participate in protecting the environment, preventing pollution, complying with applicable requirements as identified in the policy statements and promoting sustainable practices.
- Other duties as assigned.
Knowledge and Skills Requirement
- Minimum GCE ‘O’ level or Diploma level.
- At least 2 years working experience in related industry for senior position.
- Professional, effective communication skills, an attentive listener, and a great team player.
- Well-mannered, empathy, approachable, and well-disciplined in nature.
- Calm and patient when dealing with customer in complex situations.
- Reacts well under pressure, especially in a constantly changing organizational environment.
- Proficiency in Microsoft Office.
- Abide by Company’s policies and procedures at all times.
- Always represent the Company in a professional manner.
- Keeping Company’s information confidential.
Brenntag provides equal employment opportunities to qualified applicants and employees of all backgrounds and identities to create a workplace where difference is valued because it forms a resilient and more innovative organization. We do not discriminate on the basis of age, disability, gender identity, sexual orientation, ethnicity, race, religion or belief, parental and family status, or any other protected characteristic. We welcome applications from women, men and non-binary candidates of all ethnicities and socio-economic backgrounds.
