Roles and Responsibilities :
• Contributes to the development and maintenance of standards, policies and procedures regarding customer service
• Regularly provides feedback on the soundness and effectiveness of the customer service department’s policies and procedures.
• Facilitates the collection of competitive information in order to monitor business trends and opportunities.
• Adheres to all corporate policies, guidelines, statutory requirements and recommends to senior management adoption or changes to policies and guidelines to reflect circumstances within the customer service area.
• Receives, processes and verifies the accuracy of orders from customers utilizing the organization’s internal systems (SAP) and customer purchase orders.
• Initiates required action for response to customer service requests for order changes, including the maintenance of order or customer information files and communicates changes to the appropriate personnel or departments.
• Ensures and provides quality service to both internal and external customers.
• Receives inquiries forms / contacts the organization’s bran offices to resolve a variety of order-related issues.
• Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.
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