Role & responsibilities
An experienced customer service professional for a role that includes technical knowledge in mechanical and chemical/analytical testing. Customer-facing strengths with enough domain understanding to engage clients confidently, solve problems, and identify business opportunities.
Preferred candidate profile
Qualifications:
- Essential: B.Sc./Diploma/B.tech in textile/Graduation
- Desirable: Good communication skills
Experience Profile :
- Minimum Years : 3 Years ; Maximum Years : 15 Years
- Industry/ Sector: Textile Testing
- Scope of job /Activities handled: Customer Services
Key Results Areas ( KRAs) & Key Deliverables:
- Handle day to day operations in a timely, complete and proper manner
- Responsible to review the orders prior to sample registration and clear the queries with the customer beforehand.
- Select the correct package / tests to register the sample.
- Ensure that samples are booked correctly as per the request.
- Follow up, monitor and report on all pending activities to the customer
- Prepare and send quotations within set deadlines (when requested).
- Responsible for the timely delivery of the test reports and emailing the soft copy to the right contact.
- Constantly strive to deliver outstanding services
- Listen to and anticipate the clients needs to offer the most suitable solution
- Always act in a friendly and reliable manner
- Prepare regular job status report and communicate to CS Manager
- Act upon client feedback
- Manage timely trouble shooting and assist customers as necessary
- Ensure availability to customers
- Build and foster collaboration with internal teams involved in service delivery
- Go beyond regular service level and provide extra-mile support
- Abreast of SGS new products and services and propose them to customers as appropriate
- Ask for more business while interacting with customers
- Go beyond clients core business to identify new opportunities
- Act upon or forward business opportunities beyond sphere of influence to the sales team
- Promote a positive image of SGS
