CUSTOMER SERVICE REPRESENTATIVE

Job Summary:[1] 

Customer Service Representative (CSR) is responsible for providing administrative support to the customers and sales teams, ensuring smooth and efficient customer interactions. This role involves managing customer accounts, processing orders, handling inquiries, updating customer information, and ensuring that all customer-related data is accurate and up-to-date. The Customer Service works closely with internal teams such as sales, logistics, and accounting to ensure timely and accurate service delivery, helping to foster positive customer relationships and enhance overall satisfaction.

Key Collaborating Parties:[2] 

1. Internal upstream dept(s).: None

2. Internal horizontal dept(s).: Sales & Marketing Dept., Operation Dept. 

3. External stakeholders: Suppliers and customers 

Duties/Responsibilities:

1. Order Processing: Receive and process customer orders, and work with sales, shipping, and accounting teams to ensure accuracy and timely order fulfillment. Track orders through to delivery and manage any issues or delays. Meanwhile, keep the customers updated on their order status. 

2. Customer Data Management: Maintain and update customer accounts, contact details, and order history in CRM or enterprise systems. Ensure customer records are accurate and compliant with data protection regulations.

3. Customer Inquiries: Serve as the first point of contact for customer inquiries, providing information on products, services, order status, and resolving any issues.[3] 

4. Documentation: Prepare and maintain customer-related documentation, including order confirmations, contracts, and shipping details.

5. Issue Resolution: Address customer complaints or concerns; work with product engineers and sales to resolve issues quickly and professionally, and ensure customer satisfaction.

6. Reporting: Generate regular reports on customer accounts, orders, and service performance to track trends and identify areas for improvement.

Required Skills/Abilities: [4] 

1. Communication Skills:

• Language skills: written skills in English or Mandarin. 

• Verbal and Written Communication: Ability to communicate clearly and professionally with customers, vendors, and internal teams.

• Customer Service Orientation: Strong interpersonal skills to handle customer issues with empathy, patience, and a positive attitude.

1. Organizational Skills:

• Attention to Detail: Ability to manage customer accounts, orders, and data with high accuracy. .

• Time Management: Ability to prioritize tasks and manage multiple customer requests simultaneously in a fast-paced environment.

1. Problem-Solving Abilities:

• Issue Resolution: Ability to identify, investigate, and resolve customer problems quickly, whether they relate to orders, billing, or delivery.

• Proactive Approach: Anticipate customer needs and potential issues, offering solutions before problems arise.

1. Office Proficiency:

• Software Skills: Proficient in using CRM systems, ERP systems, and Microsoft Office Suite (Excel, Word, Outlook). Ability to input and retrieve data efficiently to track customer orders and interactions.

• Data Management: Ability to maintain accurate customer records and reports, ensuring data integrity.

Briefly summarize key activities and contributions of the organization

Across IDC Group and outside of the Group, which organizations this position holder most frequently interacts with to carry out his responsibilities and fulfill his targets?

Education and Experience:1. Education: Diploma or bachelors degree, no requirements on major.2. Experience: At least one years experience in customer service, administrative, or related roles. Familiarity with CRM systems is a plus.3. Preferred: Experience in building material industry is a plus.

Information :

• Company : PT Arrowhead Indonesia International
• Position : CUSTOMER SERVICE REPRESENTATIVE
• Location : Jakarta Timur
• Country : ID