Employment Type: Full-time
Working hours: 10:45 am to 7:45 pm, 5 days a week

1. Position Overview

The Online Customer Service Representative will support customers from Europe by handling inquiries and requests related to mechanical products and components. The role involves using a designated online tool to process quotations, sales orders, and ensure smooth communication between customers and internal teams. The ideal candidate must have excellent English communication skills, strong attention to detail, and a service-oriented mindset.

2. Key Responsibilities

Customer Support

• Provide real time professional customer service via provided online platform.
• Understand customer needs and offer appropriate product information related to mechanical components.
• Support customers with product selection and basic technical queries.

Quotation & Sales Order Processing

• Prepare accurate quotations using the assigned online tool.
• Process sales orders based on approved quotations and customer confirmations.
• Verify product codes, pricing, and availability before finalizing entries.
• Coordinate with sales, procurement, and logistics teams for order status updates.

Follow-Up & Issue Resolution

• Track quotation and order status and follow up with customers as needed.
• Resolve customer issues or escalate to relevant departments when required.
• Maintain complete and accurate customer interaction records.

System & Data Management

• Ensure accurate data entry for all quotes and orders.
• Maintain updated customer information and logs within the system.
• Adhere to company policies and maintain data confidentiality.

3. Qualifications & Skills

Educational Qualification

• Bachelor’s degree or equivalent in Business, Management or a related field.

Language Requirement

• Fluency in spoken and written English is mandatory.

Technical Skills

• Basic understanding of mechanical products and components (preferred).
• Ability to use online CRM, quotation tools, or order-processing systems (training will be provided).
• Strong computer literacy (MS Office, email communication, web tools).

Personal Attributes

• Excellent communication and customer-handling skills.
• Strong attention to detail and accuracy in documentation.
• Proactive, reliable, and able to work independently.
• Good time management and ability to handle multiple tasks.

4. Key Performance Indicators (KPIs)

• Accuracy and timeliness of quotations and orders
• Customer satisfaction and response quality
• Number of resolved customer issues
• Compliance with communication and documentation standards