Customer Service (After Sales)

1. Respond promptly to customer inquiries via phone, email, and other communication channels regarding product functionality, maintenance, and troubleshooting. 2. Handle customer complaints, problems, and technical inquiries, coordinating with relevant departments (engineering, quality, etc.) to resolve issues quickly. 3. Process product returns, exchanges, and warranty claims while ensuring compliance with company policies and procedures. 4. Maintain a thorough understanding of the company's plastic injection-moulded products, their uses, and common issues to offer accurate and timely advice to customers. 5. Keep detailed records of customer interactions, complaints, and solutions provided. 6. Document and track customer issues and resolutions in the CRM system. 7. Liaise with internal departments (e.g., production, logistics, and engineering) to ensure product availability, repairs, or replacements are handled effectively. 8. Gather customer feedback, identify trends or recurring issues, and work with the product development team to help improve products and services. 9. Ensure post-resolution follow-up with customers to confirm satisfaction and to foster long-term relationships. 10. Assist in training and providing guidance to new customer service representatives, and contribute to improving processes for enhanced customer satisfaction.