Customer Service Specialist

at  ELECSPEC PTE LTD

Reports To: Sales Manager
Job Summary: The Customer Service Specialist is responsible for providing top-notch customer service to clients in the oil and gas industry, specializing in electrical enclosures and electrical related products. This role handles customer inquiries, processes orders, and ensures that customers receive timely and accurate information and support.

QUALIFICATIONS:

• Education: ITE Nitec, diploma and degree
• Experience: Minimum of 1-2 years in customer service, preferably in a technical or industrial setting.
• Skills: Excellent communication and interpersonal skills.Strong problem-solving abilities.Proficiency in CRM software and MS Office Suite. (Training will be provided)Ability to work independently and as part of a team.Strong organizational skills and attention to detail.

PREFERRED QUALIFICATIONS:

• Experience with electrical enclosures or related products.
• Knowledge of the oil and gas industry.
• Technical aptitude or background.

• Customer Interaction: Respond promptly to customer inquiries via phone, email, and online chat.Provide accurate and detailed information about products, services, and pricing.Assist customers in selecting the appropriate products for their needs.
• Order Management: Process customer orders accurately and efficiently using the company’s CRM system.Prepare and follow up on quotations and order confirmations.Track orders and communicate status updates to customers.
• Issue Resolution: Handle customer complaints and issues in a professional and timely manner.Coordinate with internal departments (sales, logistics, engineering) to resolve problems.Follow up with customers to ensure satisfaction and resolution of issues.
• Documentation and Record Keeping: Maintain and update customer records in the CRM system.Document all customer interactions and transactions accurately.Prepare and distribute regular customer service reports.
• Technical Support: Understand the basic technical aspects of electrical enclosures.Provide initial troubleshooting and technical support to customers.Escalate complex technical issues to the engineering team.
• Customer Relationship Management: Build and maintain strong relationships with customers.Conduct follow-up calls to ensure customer satisfaction and gather feedback.Identify opportunities to enhance the customer experience and increase loyalty.