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Key Responsibilities:

• Receive and process customer orders, inquiries, and complaints through various communication channels (phone, email, online portal, etc.) and inform Agri managers.
• Accurately input and update customer information, orders, and other relevant data in the company's CRM and IS systems.
• Coordinate with the Agri teams to ensure timely and efficient processing of customer requests.
• Respond to routine customer inquiries and provide basic information about products, services, and company policies.
• Escalate complex customer issues to the BU manager, Technical/ Operations manager for resolution, providing relevant background information.
• Maintain detailed records and documentation of all customer interactions, orders, and complaints.
• Assist in the preparation of customer-related reports, analytics, and performance metrics.
• Contribute to the continuous improvement of customer service processes and procedures.
• Provide backup support to the operations team as needed.
• Prepare job orders and orders to laboratories (internal, external)
• Prepare updates and reports to the client by transferring data from field inspection reports, under verification of Technical /Operations manager.
• Prepare draft certificates, as required.
• Retain the records in Job file.
• Act in respect of the Code of Ethics.
• Maintain the confidentiality of all information obtained or created during the performance of professional activities, and ensure it is accessible only to authorized personnel and is not made available or disclosed to unauthorized individuals, entities or processes.

Contribute to maintaining the accreditations/ certifications of the inspection body.

• Participate in the training sessions/ meetings /brainstorming/ management reviews/ analysis/ audits.
• Ensure compliance with relevant industry regulations, company policies, and customer service standards.

Qualifications and Experience:

• High school diploma/ Bachelor’s degree.
• 2 years of experience in a customer service or administrative support role, preferably in the Agri industry.
• Strong communication and interpersonal skills, with the ability to effectively interact with customers and interest third parties.
• Excellent data entry and record-keeping skills, with attention to detail and accuracy.
• Proficient in using customer relationship management (CRM) and other IS tools.
• Basic understanding of Agri services, and industry terminology.
• Good knowledge (verbal and written) of English language.
• Ability to work in a fast-paced environment, prioritize tasks, and meet deadlines.
• Willingness to learn and adapt to changing customer service processes and technologies.