Job details
About this role
You'll join the Customer Service team and own the customer relationship end-to-end — from the first quote request to ongoing support after the order is delivered. You'll help customers get the print product they need, fast and without hassle, by answering their questions, quoting jobs, following up on open opportunities, and resolving any issues that come up along the way.
What you'll do:
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Respond to customers via phone, email, LINE, and Facebook (through Zendesk), providing guidance on products, services, and pricing
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Prepare and follow up on quotations for standard print jobs, helping customers move forward when they're ready
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Respond to objections (price, timing, specifications) constructively and find solutions that work for both the customer and the company
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Resolve product or service issues by clarifying the complaint, identifying the cause, explaining the best solution, and following up until it's fully resolved
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Coordinate with other departments (Production, Logistics, Finance) on complaints and special requests through our complaints dashboard, ensuring clean handoffs
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Flag recurring issues and commercial opportunities to management so we can improve the customer experience over time