Customer Relations Assistant (Contract)

Purpose of the position
· Acting as first point of contact for Linde customers, in relation to order placement, order related queries, complaints, product and service information and account information.
· Provide assistance to customers specific to delivery follow-up and customer feedback/complaint.
· Being a member of the Customer Relations Team, demonstrates the objective of ensuring delivery of all orders processed, and the resolution of all complaints and inquiries received by the team and thereby, ensuring customer satisfaction.
· Acts on defined process at the country level and with the wider shared services team to help ensure a fully customer focused approach is delivered.
· Seeks to identify root cause issues and develop improvements with senior management
· Seeks to maximise customer satisfaction by providing professional customer service handling for both internal and external customers.
· Ensure adherence to core CEC and HPO OTC KPI and KII’s and associated reporting
· Demonstrates full personal ownership and resolution of customer enquiries across all businesses
· Suggest and participate in continuously improving our service level to Customers as well as work efficiency and productivity. Build and maintain good working relation with Customer, continuously up-keeping customer service standards as its highest level.
· Is quality and quantity focused, able to perform against progressive personal call centre measures and ensure full utilization of resource

Principal responsibilities
· Accurate and fast customer order placement
· Handle all customer communications via all media sources - phone, email, faxes etc.
· Answering incoming calls
· Provide leading customer service to internal and external customers such as no stock and unfulfilled delivery etc.
· Deal with each enquiry courteously and efficiently.
· Handle all enquiries and provide feedback to appropriate parties.
· Provide / retrieve documentations to customers such as quotation, invoice, Safety Data Sheets etc
· Manage other ad hoc assignments from Supervisors and Manager

Required qualifications/experience
· Good command of English and Bahasa and any other dialect
· Computer knowledge in Microsoft Word, Excel, and PowerPoint.
· Experience in dealing with customers.
· Ability to work under pressure
· With SAP knowledge is an advantage