Customer Service Technician

MISSION

The role is responsible for performing order-to-cash management process and addressing customer inquiry / clarification or complaint about orders. This involves performing accurate order entry and timely fulfillment, shipment tracking, managing billing data and payment information. Further, the role entails interacting with internal departments to solve customer order related issues, handling order returns and refunds, and documenting customer interactions, with the ultimate goal to comply with relevant laws and regulations. Finally, the role requires keeping track of KPIs and metrics related to customer service, and preparing reports for management.

MAIN RESPONSIBILITIES

1. Undertakes customer inquiry / clarification or complaint and works with internal departments (e.g., Sales, Logistics, Finance) to solve issues affecting order to cash management process;
2. Works closely with relevant teams and departments (e.g., Finance, Sales) in drafting structured documents aimed at responding directly to customer inquiries/complaints regarding administrative issues (e.g., Q&A, ad hoc responses, position papers, etc.);
3. Performs order entry and fulfillment, verifying accuracy of order details, validating product availability, pricing and discounts, and informing relevant stakeholders to ensure accurate and timely order fulfillment;
4. Provides relevant order shipment information to customers by providing real-time updates on order status, shipment tracking, and delivery estimates;
5. Correctly enters data within the billing system, such as order specifications, costs, credit terms, order date, and shipping date;
6. Ensures the accuracy of payment information and works with other departments (e.g., Finance) to address payment issues, such as failed transactions or overdue payments;
7. Performs return requests, tracks returned products, and processes refunds efficiently, documenting return and refund processes and communicating updates to customers;
8. Accurately records customer inquiry/clarification and complaint regarding orders in CRM, along with issue resolutions and customer feedback;
9. Ensures compliance with relevant laws and regulations, respecting consumer rights and ensuring the privacy and security of customers' information and personal data;
10. Keeps track of KPIs and metrics related to customer service performance (e.g., response time, problem resolution rates, customer satisfaction), and prepares reports for management.

GENERAL SKILLS

TECHNICAL COMPETENCIES

BUDGET / PEOPLE RESONSIBILITIES