Deputy Customer Service Executive
Date Submitted: 17-03-2020 | End date:
| Industry Specialization | : | |
| Type of Employment | : | Permanent |
| Minimum Experience | : | 5 years or more |
| Work Location | : | Central Singapore |
Below is JD for Deputy Customer Service Executive:
Purpose of Job/Role:
- To answer enquiries, prepare quotations, process orders and invoice customers.
- To manage the Sales Force CRM for customer service department Mikron Asia.
- To guide customers within your territory (Asia) through the service sales and ordering process for all spare parts and services
- Close working relationship with the Sales Representatives in their territory, with Singapore and Shanghai local Operations to liaise on fulfilment of projects/services, and with customer accounts directly after project SAT.
- Excellent clerical and keyboard skills and a keen sense of customer service. This candidate works in a lively sales (spare parts, service & intervention support) and customer service environment, with the ability to cope with the pressure of deadlines.
- Responsible for helping in the development and execution of training programs for customer service representatives.
- Serve as the customer service manager when superior is not around.
Key Responsibilities and Accountabilities:
- Accountable for the daily assignment and closure of cases in the Mikron Asia
- Provide service support for Intercompany – Europe & USA
- Keep order records maintained with accurate delivery dates based on business intelligence.
- Update customers with expected delivery dates
- Support your colleagues in the CS team in busy periods or absences
- Answer customer inquiries or direct to the appropriate colleague as required
- Assist Service Manager and any other stakeholders with transition to newly implemented processes and procedures
- Assist Customer Service Manager with any administrative duties and intervention projects
- Provide adhoc support with tasks such as hospitality and meeting arrangements
Special Requirements:
- Must be able to travel to India as requested
- Must be available to work overtime during oversea
- May be required to work during Holidays while oversea
Skills and knowledge requirements:
- Ability to function in a fast-paced work environment
- Well organized and respectful of assigned tasks
- Ability to communicate in an open, clear, precise and effective manner with customers, peers and all levels of management
- Ability to make decisions, work independently and within a team structure
Behavior Competencies:
- Team worker able to develop and maintain excellent relations with managers, employees, and customers
- Flexible, confidential and organized while addressing diverse responsibilities
- Ability to clearly articulate ideas and present well to other departments within the company and external customers
- Positive attitude
- Target and result orientation
- Self-driven but loyal to company
- Can deal with conflicts and criticism
- Sound judgment, ability to anticipate
- Eager to learn and demonstrate
- Well prepared, organized
- Honest, fact based
- Very responsive and services minded
- Able to adapt to change
- Able to motivate
- Ability to work with initiative, drive and passion
- Support the company goals, values, operating principles and philosophy
Qualifications:
- Degree/ Diploma in Mechanical/Electrical/Control Engineering and minimum 7 years of relevant working experience in customer service department.
- Have been exposed to using Sales Force CRM or similar platform.