Customer Care Support Specialist - Kuala Lumpur, Malaysia - Kerry

    Kerry
    Kerry Kuala Lumpur, Malaysia

    2 weeks ago

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    Description

    Act as the primary customer contact for services, has overall responsibility for the daily management
    of assigned customer accounts, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction. Interface Customers, Sales Commercial Team, as well as communicating with internal departments.

    Key responsibilities


    • Conduct effective communication and direct dealing with customers via email and/or phone calls.

    • Ensure customer requests and enquiries are attended promptly
    • Obtain and evaluate all relevant information to handle product inquiries
    • Liase and co-ordinate with internal department such as supply chain, finance, regulatory, RDA and quality department in completing the order to invoice process to meet customer expectations for on-time delivery in full

    • Attend to customer complaints and follow-up corrective actions in order to feedback tocustomer in a timely manner

    • Partner with Sales/Commercial and cross-functional partners to deliver the strategic roadmap for the assigned customer accounts

    • Identify up sell opportunities and provide details to Sales/Commercial Managers

    • Engage in customer visit and attend meeting as and when required

    • Prepare service level reports to relevant stakeholders

    • Handle and maintain CRM system request log in (SalesForce)

    • Involve in new product commercialization

    • Co-ordinate business transfer project

    • Assist in any ad-hoc reporting if necessary

    • Other ad-hoc duties assigned as and when required

    Qualifications and skills

    Qualifications, Skills & Experience:

    • Bachelor's Degree, Diploma/Post Graduate Diploma or Professional Degree in any field
    • Minimum 2-3 years working experience in customer service of a Manufacturing environment.
    • Knowledge in import/export business and documentation will be an added advantage.

    • Exposure in handling difficult customers

    • Proficient in Microsoft Office

    • Knowledge and skill in SAP system is preferable

    Key Competencies:

    • Communication skills – verbal and written
    • Interpersonal skills
    • Analytical and problem solving skills

    • Attentive to details and accuracy

    • Adaptability

    • Stress tolerance

    • Team player who is enthusiastic and demonstrates customer focus

    • Initiative

    • Ability to work in a fast paced environment