Customer Service Agent

r status and out-of-stock products included in orders. o Pro-actively follow up and coordinate with all relevant departments to ensure timely order fulfillment, address any delays or discrepancies, and provide timely status updates as required. o Communicate timely and clearly with customers/clients to enhance satisfaction throughout the order lifecycle. o Tracking and reporting – Generate order reports and maintain accurate trackers to maintain visibility across the order lifecycle. 2. Backorders Management; Update customers/clients promptly on stock availability and status on backorders o Maintain an accurate record of customer backorders in the system 3.

Query Management: o Manage customer queries across multiple channels in a timely and professional manner. o Manage and follow up on queries logged on CRM system to ensure timely resolution and maintain high levels of customer satisfaction. o Weekly and Monthly CRM Reports tracking for both internal and external clients o Maintain detailed and accurate records of all customer complaints received on the complaints 4. Customer/Client Relationships; o Establish direct channel of contact external customers to develop good working o relationships. o Interdepartmental collaboration to ensure seamless order processing and query management. o Conduct customer visits and carry out monthly check in calls to maintain strong relationships with customers. 5.

KPI Adherence; o Compliance with contractual SLA requirements 6. Quality Assurance; o Adhere to customer service SOPs and all relevant SOPs. o Adhere to all relevant company policies. o Filing customer service records. Filing to be done accurately and on time per client/customer where applicable. o Maintain detailed records for audit and analysis. 7. Reports o Generate, analyze and present/share reports, e.g., open orders reports, Orders audit reports and Stock reports. Timely and Accurate reports to be shared. 8. Credit Notes Processing; o Process financial billing documents (Credit notes and Debit notes 9. Maintenance of environmental management system; o Participate in the implementation of departmental and site EMS objectives.

Requirements o Bachelor’s Degree or Semi Qualified accountant – CPA Part 11 4.2 Excellent communication Skills (Verbal & Written) and customer service skills. o Proficiency in SAP operating system and proficiency in MS Office applications and Business o Excellent organizational and time management skills. o Ability to pay attention to detail and work within stipulated deadlines. o Friendly, Confident and should Observe professionalism. o Problem-solving mindset with a focus on customer satisfaction. o Ability to multitask and prioritize in a fast-paced environment. o Proven experience in customer service, preferably in logistics, warehousing, or supply chain environment preferably pharmaceutical or consumer healthcare company.