Primary Responsibilities:
- Deliver and maintain high-quality customer service to internal and external customers.
- Attend to customer enquiries promptly and provide accurate quotations.
- Support business growth through excellent customer relationship management and service delivery.
Specific Responsibilities
Customer Service & Sales Support
- Prepare and provide quotations to customers in a timely and accurate manner.
- Promote and sell SGS services to existing and prospective customers.
- Attend to customer enquiries and requests via phone, email, and other communication channels.
- Maintain and update customer information and databases accurately.
- Proactively identify customer needs and recommend suitable SGS services and solutions.
- Build and maintain strong relationships with customers to enhance customer satisfaction and retention.
- Assist in the retention and growth of key customer accounts.
- Seek opportunities to generate additional business during customer interactions.
- Monitor customer feedback and take appropriate actions to improve service quality.
- Maintain a positive, professional, and customer-focused attitude at all times.
Operations & Coordination
- Follow up on Purchase Orders (POs) and update the Job Management System, where applicable.
- Prepare and issue Delivery Orders (DOs), where applicable.
- Coordinate equipment deliveries, collections, subcontracting activities, and on-site calibration schedules, where applicable.
- Follow up on equipment recalls and ensure timely collection from customers, where applicable.
- Ensure service information is accurately maintained between operational systems and equipment records.
- Coordinate closely with internal departments to ensure smooth service delivery and timely completion of customer requests.
Business Development & Customer Retention
- Develop prospect lists and share potential leads with the Business Manager and Sales team for follow-up.
- Keep abreast of SGS products, services, and market developments.
- Identify opportunities for cross-selling and upselling SGS services.
- Gather market intelligence and customer insights to support business growth initiatives.
- Refer business opportunities outside own scope of responsibility to the Sales team for further action.
- Continuously engage with existing customers to strengthen relationships and improve customer retention.
Customer Issue Management
- Respond promptly to customer concerns, complaints, and service issues.
- Troubleshoot customer issues and coordinate with relevant teams to achieve timely resolution.
- Escalate customer-reported concerns to relevant Sales, Operations, and Key Account Management (KAM) teams where necessary.
- Ensure availability and responsiveness to customers throughout the service process.
Financial & Administrative Support
- Follow up with customers on outstanding payments in accordance with company policies.
- Maintain accurate records and documentation related to customer transactions and service activities.
Quality, Safety & Compliance
- Promote and uphold a positive image and reputation of SGS at all times.
- Adhere to SGS policies, procedures, and quality standards.
- Demonstrate safe work practices and exercise due regard for the health and safety of SGS employees, customers, and contractors.
- Comply with the SGS Code of Integrity and Professional Conduct.
- Operate to the highest ethical standards in accordance with the SGS Statement of Integrity.
Other Duties
- Perform any other duties and responsibilities assigned by Management from time to time.