Respond to customer inquiries via phone, email, or chat in a professional and timely manner
Process customer orders accurately and efficiently (Order Entry Processing)
Coordinate servicing arrangements for customers when technical support is required
Assist with delivery updates, product information, and issue resolution
Handle product/service-related complaints and escalate as needed
Maintain detailed and up-to-date records in Salesforce CRM system
Collaborate with internal teams (sales, technical, logistics) to support customer needs
Provide basic training or troubleshooting guidance to dealers/resellers when required
Progressively participate in enhancing customer service policies and SOPs
Follow up with customers to ensure resolution and satisfaction
Gather and share customer feedback to support continuous improvement
Key Requirements
Diploma in Business Management or in a related field preferred.
At least 5 years experience as a customer service or client support related role.
Preferred to have experience in Mechanical or Electrical products/services.
Ability to understand and communicate basic technical information
Solid customer orientation, core understanding of the customer lifecycle and customer needs, and how customer insight and customer strategy drives experience.
Familiarity with Salesforce or other CRM systems
Proactive, organized, and able to multitask in a fast-paced environment
Strong customer-first attitude with problem-solving capabilities
