Customer Care Executive - 12 Months Contract (Engineering)
Job Openings : Customer Care Executive - 12 Months Contract (Engineering)
About the job
About the company :
Our client is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. They strive to promote a global economy that is both ecologically viable and highly productive.
Job Purpose : Act as the entry point of contact and provide support to all customers in the assigned country. This will involve first interaction resolution for the majority of customer queries and ensuring complex cases are escalated to and followed up by the correct point of contact.
Queries will include but are not limited to the following :
- Pre sales : Price and availability, order or delivery status, opportunity identification, knowledge management and etc
- Post sales : commercial product return and escalation of more technical queries, order management and modification, invoice, deliveries, and etc
Improve Customer Satisfaction by providing a high quality professional Primary Support to customers. Establish a strong and professional relationship with assigned accounts and contacts while assisting the relevant sales team to increase revenue and market share.
Job Responsibilities
First level general support pre-sales and post-sales, telephone, email and digital platform to customers and partnersResponsible for answering incoming telephone calls, live chat, e-mails, portal cases and prioritizing customers support needsResponsible to process Customer requests including order modification in ERP systemManaging transactional orders backlog in ensuring timely deliveries as per customers' requested delivery datesProactively liaise and coordinate with procurement and delivery team on logistic arrangement and close monitoring of customer order deliveryEscalation management in liaising with Procurement, Logistics, Technical Support and order management team in resolving customers order and delivery complaintsSupport and resolve customer logistic product quality / returns and commercial issuesProactively follow up on all commitments and customer requestsStrong collaboration with Marketing on new product launchesOngoing proactive research and learning about new products, technologies and applicationsImprove Customer Satisfaction by providing a high quality professional Primary Support to customersLead transformation initiatives such as process simplification and improvement on Customer Support processCarry out other related tasks assigned in order to support the team and other departments to achieve company's objectivesJob Requirements
Degree in any specialization with 3 to 5 years of working experience (advantage if Engineering degree)Multilingual capability is an advantage e.g. English, Malay, Chinese, various dialects, Korean, Japanese, Thai, Indonesian, Vietnamese.Knowledge in ERP SAP SD module and supply chain is highly preferredAdvance or Intermediate Excel and data analytics skillsStrong verbal and written communication skills are requiredAbility to multi task (logging queries and orders while speaking with customers);Ability to work under pressure, flexible and having the ability to learn quicklyPassionate, self-motivated, results-driven professionalAbility to work effectively in a team and independentlyDemonstrate aptitude for problem solving and a sense of urgencyRemuneration
RM 4,000 - RM 4,300
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