Customer Service

Customer Support and Communication

• Respond promptly to customer inquiries via phone, email, or chat.
• Provide detailed information about product features, specifications, and pricing.
• Handle complaints or queries effectively, ensuring customer satisfaction.
• Guide customers on product usage, warranties, and return policies.

  Order Management

  • Process customer orders accurately, ensuring timely entry into the system.
  • Coordinate with the warehouse and logistics teams to confirm delivery timelines.
  • Track shipments and provide updates to customers.
  • Manage order cancellations, exchanges, and returns.

    Technical Assistance

    • Offer basic troubleshooting support for hardware and power tools.
    • Escalate complex technical issues to the technical support or repair team.
    • Stay updated on product manuals and FAQs to assist customers effectively.

      Sales Support

      • Recommend complementary tools or accessories to customers, enhancing sales.
      • Inform customers of promotions, discounts, and new product launches.
      • Identify and pass potential sales leads to the sales team.

        Record Keeping and Reporting

        • Maintain detailed records of customer interactions, transactions, and feedback.
        • Generate regular reports on customer complaints, order statuses, and resolutions.
        • Analyze feedback to suggest improvements in products or services.

          Relationship Management

          • Build and maintain positive relationships with regular customers, ensuring repeat business.
          • Act as a liaison between customers and internal teams, such as sales, logistics, and technical support.
          • Proactively follow up with customers after resolving issues to ensure satisfaction.

            Knowledge Development

            • Stay updated on the latest products and industry trends.
            • Attend training sessions on new tools, features, and customer service techniques.
            • Familiarize oneself with competitors’ offerings to address customer queries effectively.

              Problem Resolution

              • Investigate and resolve product-related complaints or delivery issues.
              • Offer creative solutions to meet customer needs, even in challenging situations.
              • Handle escalations professionally to maintain the company’s reputation.

                Compliance and Policies

                • Ensure all customer service activities adhere to company policies and legal requirements.
                • Handle sensitive customer data responsibly, complying with data protection regulations.

                  Team Collaboration

                  • Work closely with the sales and marketing teams to improve the customer experience.
                  • Share customer insights and feedback with the product development team for improvement.

• Over 2 years' customer service experience in hardware and power tools industry.
• Strong problem-solving and conflict-resolution abilities.
• Good command of multiple languages for effective communication.

• EPF
• SOCSO