Customer Service Representative at Burhani Engineers Ltd

Job Description

• Plays a critical role in managing simple and repetitive customer transactions, such as order processing, quotation generation, and issue resolution. The primary purpose of this role is to provide efficient and high-quality customer service, ensuring client satisfaction and facilitating streamlined order processing.

Key Responsibilities 

Centralized Transactions: 

• Process customer orders, ensuring accuracy and timely fulfillment.
• Generate quotes based on client requests, product information, and pricing guidelines.
• Manage and resolve customer issues related to orders, deliveries, or product inquiries.
• Ensure that all transactions are accurately recorded in the customer relationship management (CRM) system.
• Streamline and automate transaction processes where possible to improve efficiency.

Client Communication: 

• Serve as the primary point of contact for clients, responding to their inquiries and concerns.
• Provide timely and informative responses to client questions, ensuring a high level of customer satisfaction.
• Address client needs and issues by coordinating with other departments as necessary.
• Maintain a professional and client-centric approach in all communication interactions.
• Proactively follow up with clients to ensure their concerns are fully resolved.

Quotation Generation: 

• Create detailed and accurate quotations for clients, considering their specific requirements and preferences.
• Utilize standardized pricing guidelines and product information to ensure consistency.
• Collaborate with the inside sales team to align quotations with client engagement efforts.
• Update and revise quotations as needed to reflect changes in client needs or product availability.
• Provide clear and comprehensive explanations to clients regarding the contents of quotations.

Triage Inbound Traffic: 

• Manage inbound telephone traffic efficiently, answering calls and directing them to the appropriate department or individual.
• Intercept and process simple orders, requests for quotes, and issues, ensuring a rapid response.
• Use predetermined criteria to categorize and prioritize incoming inquiries for immediate action.
• Maintain an organized system for routing calls and inquiries to the right team members.
• Ensure that all simple transactions are processed directly through customer service, bypassing unnecessary steps.

Peak Load Handling: 

• Anticipate and plan for peak workloads to prevent service disruptions during high-demand periods.
• Collaborate with team members to allocate resources effectively to manage increased transaction volumes.
• Implement strategies to maintain service quality and response times during peak load situations.
• Continuously monitor traffic and workloads to identify trends and patterns.
• Adjust staffing levels and work allocation as needed to accommodate varying workloads.

Coordination with Other Departments: 

• Collaborate closely with the inside sales team to align schedules, share information, and streamline activities.
• Work with the Campaign Coordinator to coordinate lead generation efforts with customer service activities.
• Communicate effectively with the inside sales team to ensure they are well-informed about client interactions and opportunities.
• Share feedback on client needs, preferences, and potential opportunities with relevant departments.
• Participate in cross-functional meetings to enhance overall coordination and alignment of activities.

Qualifications

• Diploma/ Bachelor’s Degree
• Customer Service Experience: Proven experience in a customer service role, preferably in a similar industry, with a track record of effectively handling customer inquiries and issues.
• Communication Skills: Excellent verbal and written communication skills to interact with clients in a clear and professional manner.
• Client-Centric Approach: A strong customer-focused mindset with the ability to understand and address client needs and concerns.
• Problem-Solving Abilities: Strong problem-solving skills to resolve customer issues, provide solutions, and ensure customer satisfaction.
• Organizational Skills: Effective organizational skills to manage and prioritize incoming requests, inquiries, and orders.
• Attention to Detail: A high level of attention to detail to accurately process transactions, orders, and quotations.
• Telephone Etiquette: Proficiency in telephone etiquette and the ability to handle inbound calls with professionalism.
• Team Collaboration: Ability to work collaboratively with other team members and departments to ensure efficient order processing and issue resolution.
• Adaptability: Flexibility to handle varying workloads and adapt to changing circumstances and client demands.
• Technology Proficiency: Familiarity with customer relationship management (CRM) software and other relevant tools used for transaction processing and client communication.
• Client Relationship Building: The capability to build and maintain positive relationships with clients, ensuring client satisfaction and repeat business.
• Stress Management: Ability to handle pressure and maintain composure during peak workload situations.
• Client Documentation: Proficiency in maintaining accurate client records, including transaction history, inquiries, and issue resolutions.