Key Responsibilities
Customer Support:
- Respond promptly and professionally to customer enquiries through phone calls, WhatsApp, email, website chat, social media, and other communication channels.
- Provide accurate information about products, prices, availability, specifications, warranties, payment options, and delivery timelines.
- Understand customer needs and recommend suitable products based on their requirements and budget.
- Maintain a polite, helpful, and professional attitude when dealing with customers.
- Follow up with customers to ensure their enquiries and issues are properly resolved.
Sales Support:
- Assist customers throughout the sales process, from product enquiries to order confirmation.
- Convert customer enquiries and leads into sales where appropriate.
- Prepare and share quotations, invoices, product information, and payment details as required.
- Follow up on pending quotations, abandoned enquiries, and prospective customers.
- Promote relevant products, promotions, bundles, and special offers to customers.
- Identify opportunities for upselling and cross-selling complementary products and accessories.
Order Management:
- Receive and process customer orders accurately.
- Confirm product availability before confirming orders.
- Verify customer information, delivery addresses, quantities, product specifications, and payment status.
- Coordinate with the sales, warehouse, finance, and logistics teams to ensure orders are processed and delivered correctly.
- Keep customers updated on the status of their orders.
- Confirm successful delivery and customer satisfaction.
Complaint & Issue Resolution:
- Receive and document customer complaints professionally.
- Investigate customer issues and provide appropriate solutions within company policy.
- Escalate technical, warranty, delivery, payment, or other complex issues to the appropriate department.
- Follow up on unresolved complaints until they are properly closed.
- Handle difficult customers professionally while protecting the company's interests and policies.
- Ensure customers are properly informed about warranty, replacement, return, and repair procedures.
After-Sales Support:
- Follow up with customers after delivery to confirm satisfaction.
- Assist customers with warranty and service enquiries.
- Coordinate warranty-related complaints with the relevant internal team, manufacturers, or authorized service centres.
- Maintain proper records of complaints, repairs, replacements, and other after-sales cases.
- Ensure customers receive timely updates on service cases.
Customer Relationship Management:
- Build and maintain strong relationships with existing and prospective customers.
- Maintain accurate customer records and communication history.
- Follow up with existing customers for repeat purchases and future requirements.
- Identify opportunities to improve customer retention and loyalty.
- Collect customer feedback and communicate recurring issues to management.
Product Knowledge:
- Develop strong knowledge of Lance Trend's products, brands, specifications, pricing, warranties, and available alternatives.
- Stay updated on new products, promotions, and changes in product availability.
- Understand the differences between products and clearly explain technical specifications to customers in simple terms.
- Keep up with current technology trends relevant to the company's product portfolio.
Reporting & Documentation:
- Maintain accurate records of customer enquiries, leads, orders, complaints, and follow-ups.
- Provide daily/weekly reports on customer enquiries, sales leads, conversions, complaints, and outstanding issues.
- Track pending customer requests and ensure timely follow-up.
- Record customer feedback and identify recurring issues that require management attention.
- Support the team with customer and sales data when required.
Application Closing Date
30th September, 2026.
Interested and qualified candidates should send their CV to: lancetrendrecruitment001@gmail.com using the Job Title as the subject of the mail.
