Job Summary
Under the supervision of the Customer Service Division Manager, the Customer Service Officer handles sample intake, registration, coding, and proper transfer for testing. The role involves delivering test results, certificates, and inspection reports to clients, resolving customer enquiries and complaints, promoting company services, and maintaining strong, transparent client relationships.
Duties & Responsibilities
Sample Handling & Registration:
Receive or take samples for testing/analysis according to standard operating procedures, ensuring accurate registration, coding, proper handling, and forwarding to relevant departments within the laboratory''s scope.
Order Tracking & Issue Resolution:
Monitor customer orders, proactively address delays, register enquiries, and resolve complaints to satisfy both customer and organizational interests.
Deliverable Distribution:
Receive and issue test results, certification/inspection reports, certificates, and official decisions to clients in a timely manner.
Service Promotion & Client Relations:
Promote company services, explain technical offerings to current and prospective clients, and maintain transparent working relationships based on formal contracts.
Technical & Cross-Functional Support:
Provide technical guidance to marketing and sales teams, act as a liaison between clients and internal departments, and assist in coordinating branch office activities.
Mentorship & Reporting:
Coach and offer technical support to associate and junior customer service officers, prepare periodic activity reports, and perform other related duties as assigned.
Requirements & Qualifications
Educational Qualification:
MSc or BSc degree in Chemistry, Biology, Food Sciences, or closely related fields.
Experience
Minimum 2 years of relevant work experience for MSc holders or 4 years for BSc holders.