Customer Service / Call Center Representative

The role combines customer service (ensuring client

satisfaction and communication) with backend support (handling and processing orders accurately and efficiently).

Customer Care Responsibilities

• Respond promptly to customer inquiries via phone, email, live chat, or social media.
• Provide accurate information regarding products, services, pricing, and company policies.
• Handle complaints and resolve customer issues in a professional and empathetic manner.
• Maintain customer satisfaction by ensuring a positive service experience.
• Follow up with customers to confirm resolution and build long-term relationships.
• Keep records of customer interactions, transactions, and feedback.
• Coordinate with internal departments (sales, logistics, accounts) to address customer needs.
• Escalate complex cases to the appropriate manager or department when necessary.

Order Processing Responsibilities

• Receive, review, and process customer orders accurately in the company’s system (ERP/CRM).
• Verify product availability, pricing, discounts, and payment status before processing orders.
• Coordinate with the warehouse/logistics team to ensure timely dispatch and delivery.
• Track order status and provide updates to customers until completion.
• Generate invoices, delivery notes, and shipping documents.
• Ensure compliance with company policies and standard operating procedures for order handling.
• Manage returns, replacements, and order cancellations as per company guidelines.
• Analyze order trends and report to management for forecasting and inventory planning.