Senior Customer Service Representative

Customer Support & Communication

• Respond promptly to customer inquiries via phone, email, live chat or social media platforms.
• Handle customer complaints efficiently by identifying the issue, providing appropriate solutions and ensuring timely resolution and follow-up.
• Assist customers with daily order updates, delivery schedules and any related queries.
• Maintain a high level of professionalism and empathy in all customer interactions to enhance the overall customer experience.

Order Management & Coordination

• Monitor daily website service requests and product orders to ensure accuracy and timely processing.
• Follow up with relevant internal departments on pending or delayed orders to ensure completion.
• Coordinate daily delivery and collection operations to ensure on-time and accurate deliveries.
• Generate invoices for delivered items upon payment receipt.
• Manage and resolve any concerns related to Fodel or third-party delivery services.

Reporting & Monitoring

• Prepare and share the daily customer query count report with management.
• Monitor and maintain records of daily vehicle parking and movement related to delivery operations.
• Track and report on vehicle Salik and petrol consumption to ensure cost control and operational efficiency.