Customer Service Representative at ICS Outsourcing

Job Summary

• Our client in the FMCG industry is seeking a proactive and customer-focused Customer Service Representative (CSR) to join their team. The ideal candidate will be responsible for managing customer inquiries, resolving complaints efficiently, and ensuring a seamless customer experience.
• The role involves interacting with distributors, retailers, and end consumers while ensuring timely resolution of product-related issues, order inquiries, and service requests.

Key Responsibilities

• Handle customer inquiries, complaints, and service requests via phone, email, and other communication channels.
• Provide accurate information about products, pricing, availability, and order processes.
• Investigate and resolve customer complaints related to product quality, delivery, and orders.
• Escalate complex issues to relevant departments while ensuring proper follow-up and resolution.
• Support customers with order placement, order tracking, and delivery updates.
• Maintain proper records of customer interactions and transactions using CRM systems.
• Collaborate with sales, logistics, and warehouse teams to ensure efficient order fulfillment and customer satisfaction.
• Gather customer feedback and report recurring issues to management to improve products and services.
• Ensure excellent customer experience while maintaining the company’s service standards.

Required Skills & Qualifications

Experience

• Minimum of 2 years experience in Customer Service, preferably within the FMCG industry.

Education

• Bachelor’s degree or equivalent qualification in Business Administration, Marketing, or a related field.

Communication Skills

• Strong verbal and written communication skills with the ability to interact professionally with customers.

Technical Skills

• Familiarity with CRM systems and Microsoft Office tools.

Problem-Solving

• Ability to handle complaints professionally and resolve issues effectively.
• Customer-Centric Mindset
• Demonstrates patience, empathy, and a proactive approach to customer service.