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Customer Service Representative, Singapore
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Apply Position : Customer Service Representative, Singapore |
Salary : Competitive |
JobRef : 18652 |
Date : 14 January 2012 |
|
Minimum Language Requirements :
|
Location : Singapore |
Role/Purpose:
Supports customers in all aspects of purchasing products, including order entry, subscription, and renewals. Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. Handles transaction, like checking PO, entering PO into system, follows up on delivery and invoice.
** Only Japanese Native or those with advanced Japanese skills like JLPT Level 1 need apply.
Principal Duties and Responsibilities:
• Enters orders into the order system including customer information, serial numbers, and registration codes. Ensures that the orders comply with Pricing and Discount policies.
• Responds to customer inquiries through e-mail, fax, and/or phone (either direct or queue system). If unable to resolve customer issue, escalates to appropriate staff or management.
• Provides service within agreed upon Service Level Agreements (SLA’s) with various customers, both internal and external.
• Receives, investigates, and responds to customer inquiries regarding shipments, products, verifications, registration, and complaints. May provide information regarding order status, shipping dates, prices, product availability, and back orders. Analyzes and researches historical data to solve customer issues. Logs quality problems or issues in database.
• Communicates and works closely with local sales office to obtain approvals for returns and/or credits. Maintains records of returns, schedule changes, product enhancements or changes, product pricing, and return credits.
• Fills internal/external customer requests for lost media (i.e. disks, manuals) or additional company materials.
• Generates and analyzes regular and ad hoc reports for sales representatives and/or channel partners.
• Documents policies and procedures based on expertise in specific job areas. Works with Process Team to document best practices and workflow.
• Builds customer relationships in-person or by phone. May proactively suggest solutions based on knowledge of customer’s business and past purchase history.
• Emphasis on specific duties or responsibilities may vary by region.
• Ensures high level customer satisfaction by fairly resolving escalated issues and take appropriate corrective action. Builds and maintains customer relationships specific to one region. Acts as key escalation point for those customers.
• Educate, influence & establish new business rules with Sales & Channel Partners so that all Purchase Orders received are clean & accurate. Ensuring any new business models to be implemented for the specific region meets company policies by working with other departments such as Finance, Tax, Sales, Legal, Operations.
• Reducing the non-compliant rate of PO received by working closely with the relevant channel partners.
• Participate actively & an integrated member of the APAC Operations Team. Regular reporting functions to APAC Operations Management Team on the activities in the assigned region.
• Perform any other task assigned by ABC Regional Team Lead
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