Customer Support Specialist

2 days ago

Kuching, Sarawak, Malaysia Rentokil Pest Control South Africa Full time

Role Overview:

The Sales Admin Executive plays a critical role in supporting our sales team by handling various administrative tasks and ensuring seamless customer interactions. This individual will be responsible for responding to customer inquiries, processing orders, and maintaining accurate records within our CRM system.

Main Responsibilities:

  • Prepare correspondence, presentations, reports, and other special projects in response to customer requests.
  • Maintain and update CRM system data, including customer contact strategy tickets, customer complaint tickets, and client retention tickets, to ensure accurate and up-to-date information.
  • Coordinate and follow up on customer orders, resolving any issues that may arise to ensure timely deliveries and customer satisfaction.
  • Work closely with key account owners and credit control to manage and resolve customer-related credit issues, following through on expired POs and assisting with validation and chasing outstanding POs.
  • Provide backup support to key account owners in preparing renewal contracts, lost-in-trade correspondence, and tracking physical renewal status to ensure smooth contract renewals.
  • Assist key account owners in preparing physical renewal paperwork, prepare documents for reduction or termination submission, and request credit notes or debit notes as required.
  • Verify order and account information with customers via telephone to ensure accuracy and prevent errors.
  • Act as a primary point of contact for key account customers, addressing their queries and concerns related to services, products, orders, and deliveries in a professional and courteous manner.
  • Follow up with key account owners on required documents and missing information to ensure prompt resolution.
  • Process repeat orders via email or phone upon request from key account owners to maintain efficient communication and meet customer needs.
  • Stay informed about new service lines and innovations to provide expert guidance and support to key account owners.
  • Communicate important feedback from customers internally and update Icabs customer information to ensure that customer preferences and needs are met.

Requirements:

To excel in this role, you should possess:

  • A minimum of 2 years of experience in sales and customer service support, preferably in a service or retail environment.
  • Strong organizational skills and attention to detail, with the ability to multitask and prioritize responsibilities.
  • Excellent verbal, presentation, and written skills, with the ability to communicate complex ideas and concepts clearly and concisely.
  • Strong interpersonal skills, demonstrating teamwork and flexibility while working with all levels of the organization.
  • Ability to work independently, exercising good judgment and finding solutions to problems.
  • Valid driving license is required due to the driving aspect of this position.

Preferred Qualifications:

Apart from the above requirements, it would be advantageous if you have:

  • Intermediate proficiency with Microsoft Office (Word, Excel, PowerPoint).
  • Strong analytical and deductive reasoning skills, with the ability to analyze complex situations and develop effective solutions.
  • Commercially focused acumen, with a strong understanding of sales performance metrics.

Benefits:

We offer a comprehensive benefits package, including:

  • Attractive base salary and sales incentives.
  • Comprehensive insurance plans for surgical and hospitalization, term life, and personal accident.
  • Outpatient and specialist coverage.
  • Dental and optical coverage.
  • Additional retirement benefits.
  • Staff purchase plans.

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