Customer Service Officer

Main Function:

To handle & process internal and external customers’ requests in the most efficient way and to ensure customer satisfaction.

Duties & Responsibilities & Standards of Performance:

1. Answers & processes customer’s queries & requests over the phone.

2. Answers, coordinates with & processes sales team members’ queries and placement of orders over the phone.

3. Answers & processes inter-office orders over the e-mail system.

4. Coordinates with sales team and accounts receivables manager before processing of orders.

5. Takes and invoices sales orders based on the price list and the exception list and follow up on the processing of their requests.

6. Coordinates with the delivery team and makes sure customers receive their orders on time.

7. Processes customers’ complaints through the right channels.

8. Processes returned goods as per the respective procedure.

9. Coordinates & follows up with the store keeper, making sure he/she is preparing orders in the most efficient & effective way and as per company’s regulations & protocol and follow up on the schedule of delivery team prepared by him/her.

10. Handles the processing of special orders of items and is responsible for following up on them.

11. Keeps a record of all special items ordered.

12. Prepares reports to CS Manager about no. of invoices per day, total sales…etc.

13. Prepares & submits a daily report about his daily activities & achievements & submits it to his/her supervisor.

14. Responsible for abiding by & actively participating in Medicals International Quality Management system)

Knowledge:

a. Educational Background:

A bachelor's degree is preferred.

b. Professional Background:

0-2 years of experience external to MI.

Specific Knowledge:

Good knowledge of Microsoft Office (Word, Excel, Power point & e-mail system…)

Skills:

Communication skills

Abilities & Personal Traits:

Patient

Energetic

Pragmatic

Friendly personality