Responsible for managing inbound phone calls to provide service and support to customers. This role involves actively listening to customer inquiries, accurately noting their requirements, and ensuring timely and efficient forwarding of relevant details or call escalations to the commercial team.

Handle incoming calls efficiently, ensuring timely response and professional interaction. This includes greeting customers warmly, identifying their needs, and providing immediate assistance or guidance as required.

Collect detailed information from customers about their needs or issues. Accurately record and organize this information to ensure clear and effective communication with the commercial/ operations team and for future reference.

Assess the content and urgency of each call to decide the most suitable team member or department for follow-up. Ensure that calls are directed to the right personnel based on the nature of the inquiry or issue.

Maintain accurate and up-to-date records of customer interactions, including contact details and specific requirements. Ensure that information is entered correctly into the CRM or call management system.

Conduct follow-up calls or communications with customers to confirm that their issues have been resolved or their requirements have been met. Ensure customer satisfaction and address any further concerns

Offer preliminary help or information to callers based on their inquiries. This may involve answering common questions, providing basic guidance, or directing them to relevant resources.

Effectively route leads and transfer calls to appropriate commercial team members or departments. Ensure that transfers are smooth, and necessary details are communicated to facilitate quick and effective follow-up.