Customer Service Transaction Agent (Mandarin Speaker)

• 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 FC.
• 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

• Bachelor Degree or University Degree or equivalent. No prior customer service experience required.
• Ability to communicate, read and write in English and Mandarin to serve the Greater China market.
• Capability to handle multiple tasks and responsibilities.

Keysight Technologies