Customer Service Specialist

Major Responsibilities

• Communicate with customers, building positive relationships, responding to, and progressing issues and queries to a successful conclusion at the earliest time
• Always maintaining a positive, empathetic, and professional attitude toward customers.
• Responding promptly to customer inquiries.
• Follow up the cases, keep the promises
• Ensure a good understanding of the company products and services and always maintained
• Provide detailed information about products and processes
• Communicating with customers through various channels
• Acknowledging and resolving customer complaints
• Ensure all complaints, opportunities for improvement and positive feedback from clients is recorded
• Ensure all calls, tasks and cases are logged in Service Cloud (where applicable)
• Processing orders, forms, applications, and requests.
• Accurate data entry
• Communicating and coordinating with colleagues, especially with sales force
• Ensure all tasks are thoroughly investigated within procedures and guidelines as outlined by Customer Service Manager

• Communicating and coordinating with colleagues, especially with sales force
• Ensure all tasks are thoroughly investigated within procedures and guidelines as outlined by Customer Service Manager

Qualifications

• Associate degree, university diploma, or equivalent
• Experience:
• At least 1 year of experience working with customer support.
• Previous experience with customer service and data entry
• Optical experience is an advantage
• Knowledge and Hard Skills:
• Highly developed interpersonal skills
• Excellent verbal and written communication skills
• Active listening skills
• Problem analysis, independent decision making and problem-solving skills
• Attention to detail and accuracy
• Good time management
• Behavioral Attributes:
• Customer service orientation, customer centricity mindset
• Adaptability
• Initiative
• Empathy
• Positive attitude
• Stress tolerance
• A good team player with a flexible and proactive approach
• Works with integrity and ethical; Upholds organizational value

Mobility

• willingness to offsite support (domestically).
• Able to accommodate shifts and flexible working hours and support overtime base on Lab law and HOTA policy.