oin us as aCustomer Care Executivewhere you will be the first point ofcontactfor our customersandwillprovide support to all customers in the assigned country: greetings, Log Interaction, Identification of Customer. 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 within Schneider Electric. Queries will include but are not limited to the followings:
- Pre sales Price and availability, giving a catalogue reference, order entry, quotations, opportunity identification,e-commerceandknowledge management
- Post sales product return and escalation of more technical queries; order management, invoiceanddeliveries.
- Receive, analyze, monitor, solve, record and process all requests for customers purchase orders, credit notes, warranty claims, handling complaints and providing a service that allows to meet the needs of internal and external customers.
- 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.
If you're passionate about customer service and eager to make an impact, we invite you to apply.
What will you do
- First level general support pre-sales and post-sales, telephone, email and digital platforms to SE customers and partners.
- Responsible for answering incoming telephone calls, chat, e-mails, web based tickets and prioritizing customer's support needs.
- Responsible to process Customer requests including order entry, order modification in ERP system.
- Managing transactional orders backlog in ensuring timely deliveries as per customers requested delivery dates.
- Proactively liaise and coordinate with procurement and delivery team on logistic arrangement and close monitoring of customer order delivery.
- Escalation management in liaising with Procurement, Logistics, Technical Support and Commercial Team in resolving customers order and delivery complaints.
- Support and resolve customer logistic product quality/returns and commercial issues.
- Proactively follow up on all commitments and customer details.
- Strong Collaboration with Marketing on new product launches.
- Ongoing proactive research and learning about new products, technologies and applications.
- Improve Customer Satisfaction by providing a high quality professional Primary Support to customers.
- Lead transformation initiatives such as process simplification and improvement on Customer Service process.
- Carry out other related tasks assigned in order to support the team and other department to achieve company's objectives.
What qualifications will make you successful
- Degree in any specialization with 3 to 5 years of working experience (advantage if Engineering degree).
- Proficiency in Mandarin/Chinese is required to support Taiwan market. Proficiency in Hokkien (Minanyu) is an added advantage.
- Taiwan university graduates, UEC graduates are much encouraged to apply.
- Knowledge in ERP SAP SD module and supply chain is highly preferred.
- Advance or Intermediate Excel and data analytics skills.
- Strong verbal and written communication skills are required.
- Ability to multitask (logging queries and orders while speaking with customers).
- Flexible and willing to work additional hours during high peak volume times during month end and quarter end.
- Ability to work under pressure, flexible and having the ability to learn quickly.
- Passionate, self-motivated, results-driven professional.
- Ability to work effectively in a team and independently.
- Demonstrate aptitude for problem solving and a sense of urgency.
- Open to consider fresh graduates.
