Senior Customer Care Representative

Senior Customer Care Representative

Adecco is seeking a Senior Customer Care Representative for a client in Mutiara Damansara, Selangor. This role is pivotal in managing the order-to-cash process and addressing repair and service inquiries for premium products. The position requires a customer-focused individual who can deliver exceptional service and support to Mandarin / Cantonese-speaking customers. The successful candidate will collaborate with various internal teams to ensure seamless operations and contribute to process improvements. With a minimum of 8 years of experience in customer service or sales administration, the candidate will play a key role in enhancing customer satisfaction and operational efficiency

Job Description

Order-to-Cash Process :

Manage order processing, invoicing, and payment monitoring to ensure timely and accurate delivery.

• Liaise with logistics and warehouse teams to track shipments and resolve delivery issues.

Maintain and update customer records and transactions in the system.

Repair and Service Coordination :

Handle customer inquiries and complaints regarding product repairs and services.

Keep customers informed about repair progress and provide timely updates.

Customer Service Excellence :

Deliver exceptional support via phone, email, or chat to Mandarin / Cantonese-speaking customers.

Proactively identify opportunities to enhance the overall customer experience.

Team Collaboration :

Work closely with the Customer Care & Sales Administration Manager to align on priorities, policies, and procedures.

Assist in guiding Customer Care Representatives on SOPs and customer service systems / tools when required

Processes and Improvements :

Support the development and streamlining of customer care processes to enhance efficiency and accuracy.

Requirements