Job Summary
Our client in the FMCG industry is seeking a proactive and customer-focused Customer Service Representative (CSR) to join their team. The ideal candidate will be responsible for managing customer inquiries, resolving complaints efficiently, and ensuring a seamless customer experience.
The role involves interacting with distributors, retailers, and end consumers while ensuring timely resolution of product-related issues, order inquiries, and service requests.
Key Responsibilities
Handle customer inquiries, complaints, and service requests via phone, email, and other communication channels.
Provide accurate information about products, pricing, availability, and order processes.
Investigate and resolve customer complaints related to product quality, delivery, and orders.
Escalate complex issues to relevant departments while ensuring proper follow-up and resolution.
Support customers with order placement, order tracking, and delivery updates.
Maintain proper records of customer interactions and transactions using CRM systems.
Collaborate with sales, logistics, and warehouse teams to ensure efficient order fulfillment and customer satisfaction.
Gather customer feedback and report recurring issues to management to improve products and services.
Ensure excellent customer experience while maintaining the company's service standards.
Required Skills & Qualifications
Experience
Minimum of 2 years experience in Customer Service, preferably within the FMCG industry.
Education
Bachelor's degree or equivalent qualification in Business Administration, Marketing, or a related field.
Communication Skills
Strong verbal and written communication skills with the ability to interact professionally with customers.
Technical Skills
Familiarity with CRM systems and Microsoft Office tools.
Problem-Solving
Ability to handle complaints professionally and resolve issues effectively.
Customer-Centric Mindset
Demonstrates patience, empathy, and a proactive approach to customer service.