Customer Relation Assistant

GENERAL JOB BRIEF A customer service coordinator works to provide a high level of customer service for the Company. She needs to work effectively in a team to achieve company & departmental goal on customer satisfaction management. She has to resolve product or service problems by clarifying the customer's complaint; determining the course of the problem: selecting and explaining the best solution to solve the problem; expediting correction or adjustment and follow up to ensure resolution of all cases. DUTIES & RESPONSIBILITIES: 1. Respond to customer queries by providing accurate product and services information. 2. Resolving product and service problems. Attracts potential customers by answering product and service questions; suggesting information about other products, accounts and services. 3. To deal directly with customers, receive & communicating courteously with customers by telephone, email, WhatsApp and face-to-face method and discuss the issue at length with the customer to adequately satisfy their concerns. To alleviate customer complaints and processes customer orders. 4. To update the Technician form Listing for all types of calls attended (PM, FC, TR & F/UP) . 5. Guide customer to resolve machine’s problem via phone/WhatsApp if applicable. 6. Issue job sheet for routine calls, fresh calls & collect cheque as requested by customers. 7. Issue job sheet for follow up call for technician (backup team member (Patricia) when she is on leave/away from desk) 8. Prepare quotation & invoice for networking charges for customer eds, dealer or Per-call customer & shifting machine. Submission of invoices signed & endorsed by customers to Accounts Department. 9. Prepare memo to Logistic Department to arrange relocation of machines. 10. Ordering stationery from Accounts Dept for Customer Service Dept, Service Technician & IT Technician on monthly basis. 11. Check & forwarding emails (received at [email protected]) to the right person/dept for next action (Accounts dept (on payment), Credit Controller (request invoice) & Sales Admin dept). 12. Warranty out (Jobs assigned completed) daily job done by technicians from OBM system. Monitor in the OBM system for pending tasks which incomplete by month-end (for PM and for networking calls only). 13. To prepare report for technicians who attend customer on same case for more than 3 times。 14. To reports to a supervisor to make suggestions as to what company policy/procedures changes would allow to optimize customer care.