Assistant Customer Service Manager will be expected to perform the following tasks:
Support Customer Service Manager to leading customer service department in order to achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Plans and implements after-sales services to maintain operating performance of goods purchased and to modify and improve services rendered.
Work closely with production, planning, sales and marketing departments to proactively provide customers with needed information and to identify and respond to customer expectations.
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Well understanding staff’s job requirement for back up:
· Receive new sample request making PO from customer.
· Send the sample shipping list to Planning for shipment
· Dealing with any correspondence relevant to customers regarding orders, shipping, stock and enquiries.
· Inputting orders for customers and ensuring orders are released and shipped within specified timeframe.
· Receiving customers’ complaints/ inquiries and working closely with related departments to put it right and obtain customers satisfaction.
· Preparing and sending reports regarding customers’ orders, shipments, accounts, etc, to the customer and sales department.
Job Requirement
· Graduate level qualifications
· Excellent communication skills both verbal and written English
· Verbal & written Mandarin preferable (but not compulsory)
· At least one year experience in working and interfacing with ERP system
· Excellent computer skills; MS Office, Emails, ERP systems & databases
· Customer Service experience not essential, but useful
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