Customer Service Operations Associate (Mandarin Speaker)

Pulau Pinang
Sementara
Sepenuh masa

9 hari lepas

Overview:is on the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn moreOur culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.This role would be a contract position with possibility of conversion upon management discretion.Responsibilities:

Provide customer service and own activities related to quote to cash process (quotes, orders, invoicing) which include order entry and scrubbing, manage all order processing from the system/ transaction perspectives.
Send customer order acknowledgements and updates.
Follow policies and procedures to accomplish quote generation and call logging within Service Level Agreement.
Effectively manage service order review and closure.
Trigger customer billings timely and in accordance with defined policy and terms including e-invoicing and portal.
Thoroughly perform error correction to clear stuck orders.
File related quote and order documentation adhering to document retention guidelines.
Point of contact for Service Delivery/FC/Field and other internal contacts for information, updates and to resolve issues.
Foster a good working relationship and communicate timely with cross functional partners, demonstrating ownership of required actions.
Use F9 templates to communicate with external customer. If voice interaction/customized communication with the customer is needed, engage
Apply knowledge gained and select the appropriate methods and processes to work on each assignment which are broad and complex in nature.
Consult with internal resources as needed to support customer inquiries. Proactively resolve customer issues/ internal escalations.
Understand key processes in SOM areas; contribute to Continuous Improvement (CI) executions and improvement suggestions in regards to streamlining processes or improving productivity/ customer experience.
Consistent delivery of quality services with the upmost integrity is expected.

Qualifications:

Bachelor Degree or University Degree or equivalent. No prior customer service experience required.
Ability to communicate and write in English and Mandarin to serve the Greater China market.
Capability to handle multiple tasks and responsibilities.
Ability to work in a fast-paced environment
Usage of standard approaches to simple problem resolution
Basic escalation management skills
Basic understanding of Keysight organization, processes and deliverables.
Solid Microsoft System Application knowledge
Basic IT /technology knowledge

***Keysight is an Equal Opportunity Employer.***

Keysight Technologies

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