Customer Service Executive

To serve and support our local and regional customers/ dealers/agents/partners from order entry right through to payment collection.

• Answer calls professionally to provide information about products and services, take/cancel orders or obtain details of complaint.
• Be pro-active in processing customer orders to completion.
• Respond to customer progress enquiries /complaints and provide appropriate solutions and alternatives within expected time scale.
• Keep records of customer interactions and transactions, recording details of inquiries pertaining to orders, complaints and comments as well as actions taken.
• Refer unresolved customer grievances or special requests to designated departments for further investigations.
• When appropriate, inform customers of igus® products and services and refer business to appropriate department.
• Build sustainable relationship and trust with customer accounts through open and interactive communication.
• Work closely with warehouse in accordance with laid down procedures to ensure that customer orders are dispatched accurately and on time

Dimension:
• This role will act as frontline interface with customers/dealers/agents/partners within the assigned territory, in ASEAN.
• It is responsible for all customer-oriented services ensuring excellent service standards to maintain high customer satisfaction.
• Network with various departments and groups within the regional and head office that are involved in customer support and order fulfilment.

The successful candidate will be expected to possess and display the following skills, knowledge and attributes in order to excel in the role:
• Excellent communication (written and oral) and interpersonal skills enabling one to deal with internal and external customer support professionally.
• Problem solving skills needed to be able to quickly provide solutions and resolve customer complaints and other issues that may arise from time to time.
• Possess excellent telephone etiquette, a good listener and attentive to details.
• Ability to multi-task and perform well in a fast paced environment with a high degree of accuracy.
• Highly motivated individual.
• Open minded and enthusiastic towards excellence.
• Ability to effectively work with a team.
• Good computer literacy (MS Word, Excel, ERP etc)

Contact person:
Ms. Mai Huong (Jane) – Office Manager

- The wage agreements in interview
- Able to work in an active and professional working environment
- Insurance and Paid-leaves as required by Labor Law

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