QSSK-CSA-Customer Service Agent

Q-Sourcing Servtec Group is a global management consulting firm that helps people make significant improvements to their business performance and realize their most important career goals.

QSSK-CSA-Customer Service Agent

Job Purpose

• To effectively carry out order management activities and manage customer complaints in line with company policy and standard operating procedures.

Key Responsibilities

Order Management

• Capture orders accurately according to SOPs with minimal errors.

• Provide accurate order feedback and status responses, confirming order receipts and updating customers on out-of-stock products.

• Proactively follow up and coordinate with all relevant departments to ensure timely order fulfillment and address any delays or discrepancies.

• Communicate timely and clearly with customers to enhance satisfaction throughout the order lifecycle.

• Generate order reports and maintain accurate trackers to maintain visibility across the order lifecycle.

Backorder Management

• Update customers promptly on stock availability and status on back-orders.

• Maintain an accurate record of customer back-orders in the system

Query Management

• Manage customer queries across multiple channels in a timely and professional manner.

• Manage and follow up on queries logged on the CRM system to ensure timely resolution.

• Prepare weekly and monthly CRM reports for both internal and external clients.

• Maintain detailed and accurate records of all customer complaints received on the complaints log.

Customer/Client Relationships

• Establish direct channels of contact with customers to develop good working relationships.

• Collaborate with other departments to ensure seamless order processing and query management.

• Conduct customer visits and carry out monthly check-in calls to maintain strong relationships.

KPI Adherence

• Ensure compliance with contractual SLA requirements.

Quality Assurance

• Adhere to customer service SOPs and all relevant company policies.

• File customer service records accurately and on time per client/customer.

Reports and Credit Notes Processing

• Generate, analyze, and present reports, including open orders reports, orders audit reports, and stock reports.

• Process financial billing documents (credit notes and debit notes).