Customer Service Specialist - ref. v65720103

BRIEF DESCRIPTION

The Customer Service and Communication Specialist will act as the liaison between the Company and the customers for all after-sales concerns. The position is responsible for verifying, investigating, and resolving all escalated complaints.

1. Responds to customers’ concerns within the prescribed turn-around time (e.g. customer complaints, returns).
2. Coordinates with all concerned departments/business units to resolve all issues relating to after-sales support.
3. Performs background investigation for all complaints and facilitate required action to provide timely and complete resolution to issues.
4. Communicates with customers about status of issues/complaints.
5. Maintains records of all received complaints from customers and, if applicable, recommend corrective actions to prevent similar situations from arising again.
6. Prepares all reports pertaining to customer service and complaints resolution.
7. Develops the customer service manual and update when necessary.
8. Other duties as required.

• College graduate, any course
• At least 2 years work experience in customer service, handling customer complaints
• Solid experience working with cross-functional teams to resolve after-sales concerns
• Knowledgeable in using a CRM, ticketing system, or similar technology
• Good problem-solving skills

• Good communication skills
• Good listening and data gathering skills
• Excellent coordination skills and attention to details
• Highly organized
• Tenacity, ability to manage irate customers