Customer Service Representative at Morsan HR Consulting

The ideal candidate is proactive, organized, disciplined, reliable under minimal supervision, and has strong communication skills and the ability to work independently in a dynamic environment.

Responsibilities

Key Responsibilities

• Receive and respond promptly to client inquiries via phone, WhatsApp, email, and other communication channels.

• Provide accurate and detailed information on fumigation services, treatment options, pricing, and preparation requirements.

• Assess client needs and recommend appropriate service options based on the type and urgency of infestation.

• Schedule service appointments in coordination with technicians and confirm booking details with clients.

• Send appointment reminders and pre-service instructions to ensure clients are adequately prepared.

• Liaise with technicians to communicate job details, special instructions, and schedule adjustments.

• Monitor job completion status and update service records accurately and in a timely manner.

• Follow up with clients after service delivery to confirm satisfaction and address any concerns.

• Receive, document, and manage client complaints, ensuring timely investigation and resolution.

• Escalate technical or operational issues to the appropriate department and track cases to closure.

• Maintain accurate and up-to-date customer records, including service history and contact details.

• Prepare weekly service reports and track repeat clients and referral opportunities to support retention and business growth.

Requirements

Minimum Qualifications & Requirements

• Bachelor's Degree or Diploma in Business Administration, Communication, Customer Service, or a related field.

• Minimum 2 - 3 years' experience in a customer service role, preferably in a service-based or field operations environment.

• Proven experience in managing customer complaints and conflict resolution professionally.

• Strong verbal and written communication skills with the ability to explain services clearly and confidently.

• Proficiency in Microsoft Office (Word, Excel) and familiarity with CRM or booking systems.

• Strong organizational and time management skills with the ability to manage multiple client requests simultaneously.

• High level of attention to detail in maintaining accurate customer records and service logs.

• Ability to work under pressure and respond quickly to urgent service requests.

• Sales awareness or basic upselling experience (advantageous for promoting recurring fumigation services).

• Experience in handling bookings, scheduling, or coordinating field teams is an added advantage.

• Professional demeanor, problem-solving ability, and customer-focused mindset.

• Demonstrated ability to work independently with a reliable internet connection in a suitable remote setup with minimal supervision