Customer Service Representative

Role Overview

• Provide one stop/single point of contact for customers across the country/cluster while proactively servicing
• Building strong customer relationships and supporting as well as promoting digital solutions/channels
• Manage customers’ orders, queries, concerns and complaints efficiently
• Promote, up-sell and cross-sell Coats products and services
• First line support to customers on products and service
• Coordinate with internal teams to maximise sales leads
• Administer customer orders, check stock availability and arrange delivery
• Manage customer consignment stock
• Ensure customer complaints are registered, communicated, resolved and closed
• Support digital adoption and manage customer enquiries on digital tools
• Actively promote products and services to increase sales
• Follow up on sales opportunities identified previously

Requirements

• Previous experience in customer service is preferred
• Knowledge of Coats and customer operation and structure is ideal.
• Good experience and knowledge in Coats products & service and digital tools
• Current knowledge of market regulations
• Textile background where possible
• Problem solving and analytical ability
• Experience in sales/customer service

Benefits

• Customer-focused and target-oriented
• Good communication, collaboration, interpersonal and influential skills
• A proactive and ‘can do’/problem solving approach
• Capable of working in a competitive, demanding and time-critical environment
• Proven ability to follow up thoroughly and in detail
• Ability to handle customers with empathy and confidence and understand customer needs & pain points (SPICQRS)
• Strong growth mindset to learn new knowledge and skills to strive to be a world-class customer service team