As a Senior Customer Service Executive, you will be an integral part of our operations, ensuring seamless order processing and maintaining exceptional customer satisfaction. You will be responsible for managing orders, addressing inquiries, and providing exemplary service to our valued customers. Mentor and support junior customer service executives, offering training and guidance as needed.
Duties and responsibilities:-
- Process customer orders accurately and efficiently using our designated systems or software.
- Respond promptly to customer inquiries via phone, email, or whatsapp chat, addressing any concerns or questions related to orders, delivery, or products.
- Collaborate closely with the sales and logistics teams to ensure timely order fulfillment and resolve any discrepancies or issues that may arise.
- Maintain accurate records of customer interactions and transactions, ensuring proper documentation of orders, modifications, and cancellations.
- Assist in the resolution of customer complaints or escalations, striving to achieve positive outcomes and customer satisfaction.
- Continuously improve customer service procedures and processes to enhance efficiency and service quality.
- Provide insights and feedback to management based on customer interactions to improve products or services.
- Mentor and support junior customer service representatives, offering training and guidance as needed.
Qualifications:-
- Minimum of 5 years of experience in a customer service role in the food industry, with at least 2 years in a supervisory or senior position.
- Diploma in Business Administration
- Excellent communication skills (verbal and written) with a customer-centric approach.
- Ability to multitask and work effectively in a fast-paced environment while maintaining attention to detail.
- Strong problem-solving skills and the ability to handle challenging situations professionally.
- A proactive attitude with a commitment to delivering exceptional customer service.
- Strong proficiency in order processing software or systems; familiarity with SAP S4 is a plus.