Customer Service Specialist

The Programme

The main purpose of this position is to create an outstanding and effortless experience at every interaction for customers.

Armed with a passion for customer satisfaction, the CSS provides solutions to customer needs in a fast-paced call center environment. CSS’s field a large variety of phone call/email inquiries and are responsible for processing orders and responding to all non-technical related service issues. 

What You Will Do

• Resolve customers’ issues in professional & timely manner and multitasking through multiple computer systems while talking on the phone.
• Deliver effortless customer interactions and increase customer retention by applying the principles of Ownership, Follow-up, Attitude, and Solutions.
• Represent the voice of the customer by identifying and capturing customer feedback through direct customer interactions.
• Offer proactive solutions to reduce customer effort.
• Execute timely customer communication via phone and e-mail. Provide punctual follow up on open inquiries, and quickly identify situations that require escalation.
• Promote and educate customers on using eshop/website to obtain invoices, tracking information, place orders, find price and availability and retrieve MSDS/COA’s.
• Consistently represent the company in a positive, professional manner, utilizing proper phone etiquette and grammar in written correspondence to customers.
• Efficiently process customer service inquiries and purchase order requests.  
• Ensure high service levels and process consistency across a multi-site customer contact function.  
• Effectively manage additional department projects.
• Resolve order issues and systematically document all complaints with regard to status, quantity, package size, product, routing, shipping and billing information, etc.
• Maintain thorough documentation of all customer conversations and actions to support the decision-making process.
• Report unusual or escalated service issues to the appropriate individuals/departments, ensuring thorough, detailed information is provided.
• Eliminate backorder situations by shipping product from alternate plant, offering different size, offering substitute item, etc.
• Confident and proactive in offering support to the team by successfully managing additional special projects.
• Strategic account and sales support for defined list of accounts. Enhance open order management to maximize sales revenue. 
• Engage partnership programs with sales, marketing, technical support, SCM, or logistics organizations to provide quality service in Key Account OTC process.
• Check back order status and provide customers with updated status proactively in a timely manner.
• Other tasks assigned by your superior. 

Required Skills and Abilities

• Bachelor degree.
• 1-3 years of experience in a CS related field.
• Excellent communication & listening skills.
• An enthusiastic, detail oriented multi-tasker who has the focus to deal with customer issues and complaints while working in a fast paced and changing environment.
• Knowledge of SAP system in Sales and Distribution module is preferred.
• Knowledge and experience in Order-To-Cash Management.
• Proficient in English and fluent in Korean.