In-House Customer Service Representative

Position Overview:
The In-House Customer Service Representative assists the Field CSRs in installing the company’s optical media publications by providing security passwords and coordinating client visits. He/she also provides technical and research support to existing clients. He/she also informs dormant and existing clients regarding current sales promotions.
Customer Service
1. Build strong rapport with customers by providing committed service, maintaining open and effective communication/feedback mechanism, and attending to their needs
2. Assist Field CSRs by coordinating client visits and providing security passwords for installation of the products
3. Provide technical support (via phone) to clients
4. Assist clients on the features of the products
5. Maintain and file service reports on a monthly basis
6. Solicit customer comments regularly and execute programs/measures to improve customer service
Marketing and Sales Support
7. Assist in coordinating with clients for prompt scheduling of delivery and installation of products and training on the features of the products
8. Assist in disseminating information regarding current sales promotion to existing and dormant clients
Customer Information Management
9. Update Customer information/data in CAES regularly
Coordination with Other Departments
10. Coordinate with Sales on service request schedules, update of customer information, and submission of administrative reports required
11. Provide department/s concerned with necessary feedback from customers important in formulating action plans to improve products and services
12. Coordinate with AFD with respect to payment collection efforts
13. Performs other related duties which may be assigned from time to time