Customer Service & Order Scheduler Officer

We are looking for a full-time Customer Service and Order Scheduler based in Malaysia, who will be the heart and soul of PRISM+ for our customers. As a high-growth electronics company, we seek a candidate with experience in building and nurturing an exceptional Customer Service and Order Scheduler team that consistently provides WOW experience for our customers, solidifying PRISM+ as the best customer-oriented company.

This passionate and experienced individual will help drive customer satisfaction by exceeding expectations and fostering a positive culture and mindset within the team. The Customer Service and Order Scheduler Lead will report directly to the Customer Service Manager.

Responsibilities

• Coordinate delivery / installation / servicing schedules according to customer preferences, available slots, and logistical constraints.
• Coordinate with delivery / installation / servicing team to ensure strong adherence to scheduled slots and proactive reschedule appointment if necessary.
• Keep internal systems and databases updated with accurate order and scheduling information.
• Analyze trends in customer orders and delivery / installation / servicing schedules to enhance future operational strategies.
• Professionally address customer questions and concerns related to order scheduling, tracking, and delivery through email, phone, chat and other platforms in a timely and courteous manner.
• Assist customers in tracking their status and provide updates on anticipated delivery / installation / servicing timelines
• Maintain a polite, helpful, and professional attitude at all times.
• Identify common issues, gather customer feedback, and escalate concerns along with potential suggestions for improvements.
• Provide immediate attention to managing customer escalations or complaints with high priority, efficiency, and professionalism, ensuring satisfactory resolutions.
• Define the customer service strategy and implement the best operating model to achieve business objectives.
• Create effective Customer Service & Order Scheduling procedures, policies, and guidelines.
• Ensure excellent internal communication with the Customer Service and delivery / installation / servicing team to cultivate a customer-centric culture.
• Drive the development of customer satisfaction goals and coordinate with the Customer Service and delivery / installation / servicing team to achieve ambitious outcomes set by management.
• Assess service statistics and provide data analysis regularly.

Qualifications

Benefits

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