Customer service

• Bachelor’s degree in any Business-related field; additional certifications in customer service are a plus.
• Proven experience in customer service, preferably in call centers or similar environments.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to work in a fast-paced environment and manage high call volumes.
• Proficient in customer service software, CRM systems, and Microsoft Office.
• Sales experience with a track record of meeting targets is an advantage.

 I.  POSITION OVERVIEW

The Customer Service Representative / Marketing Assistant ensures a seamless customer experience across all EC Gas touchpoints by addressing inquiries, resolving issues, and providing operational support. This role also assists the Marketing Department and coordinates with Store Officers to maintain smooth daily operations.

Work Schedule:

• Monday to Friday: 8:00 AM – 5:00 PM
• Saturday & Sunday: On call for urgent customer support

1. Customer Service & Support

• Respond promptly to customer inquiries via hotline, social media, and other EC Gas platforms.
• Handle order inquiries, product questions, store information, franchise inquiries, and complaints.
• Escalate unresolved issues to management in a timely manner.

1. Sales & Marketing Support

• Conduct inbound and outbound calls to promote EC Gas products and services.
• Assist in marketing campaigns, coordination, and follow-ups as directed by the Senior Marketing Officer.
• Identify upselling and cross-selling opportunities.

1. Operational Coordination

• Liaise with Store Officers to address operational concerns and ensure smooth store operations.

1. Reporting & Documentation

• Prepare and submit weekly reports covering:

o Total orders and inquiries

o Franchise interest

o Store directory updates

o Product concerns and complaints

• Provide management with actionable insights and trends.

1. Complaint Resolution

• Investigate and resolve customer complaints efficiently.
• Collaborate with relevant departments to prevent recurring issues.
• Maintain accurate records of complaints and resolutions.

1. Multi-Channel Customer Engagement

• Monitor and respond to inquiries across all communication channels.
• Ensure consistent adherence to company communication standards.

1. Product Knowledge & Quality Assurance

• Maintain up-to-date knowledge of EC Gas products, services, promotions, and policies.
• Participate in training sessions to enhance customer service skills and sales techniques.
• Ensure compliance with company policies and standards.

1. Performance & Metrics

• Meet or exceed key performance indicators (KPIs), including customer satisfaction, response time, and sales targets.
• Actively seek feedback and implement improvements.

1. Team Collaboration

• Coordinate with Marketing, Operations, and Sales teams for seamless customer experiences.
• Share customer feedback to support product and service improvements.

1. Technology & Confidentiality

• Use customer service systems and CRM tools effectively.
• Maintain strict confidentiality of customer information.

1. Flexibility & Professionalism

• Adapt to changing business needs and handle special projects as assigned.
• Demonstrate professionalism and uphold EC Gas values in all interactions.

1. Health, Safety & Physical Requirements

• Adhere to health and safety protocols.
• Able to sit for extended periods and handle phone calls and messages throughout the workday.