Main Purpose of the Role:
- Act as the primary liaison for all customer inquiries, ensuring timely and effective communication.
- Build and maintain strong customer relationships while providing support to resolve any challenges they face.
- Ensure all customer needs and inquiries are addressed promptly and satisfactorily.
- Track customer feedback and recommend enhancements to products, services, or internal processes.
- Analyze and summarize issues within the scope of responsibility, continuously seeking ways to improve work efficiency in alignment with company policies and plans.
- Monitor system and application issues related to the order flow process, coordinating with IT to resolve problems, including those reported via the CR ticketing system.
- Lead communication and planning for New Product Introduction (NPI) order flows with relevant teams.
- Prepare and present daily, weekly, and monthly analytical reports to the line manager.
- Develop procedures that balance customer satisfaction with KPI monitoring, while aligning with business objectives and strategies.
- Understand and follow work environment, occupational health and safety management or other systems arranged by the company such as ISO, OHSAS and so on.
- Handle all other tasks assigned by line manager.
Qualifications
- Bachelor’s degree in any field.
- 3–5 years of experience in customer service or a related field.
- Strong proficiency in English, with excellent verbal and written communication skills.
- Strong ownership, along with excellent communication and interpersonal skills to effectively collaborate across teams.
- Customer-focused mindset with a strong commitment to service excellence.
- High attention to detail and accuracy in all aspects of work.
- Proactive and self-motivated, capable of working independently with minimal supervision.
- Experienced with SAP and Microsoft Office Suite.
- Good command of writing and speaking English
