Sr. Customer Service Representative, Front Office

Location: Foshan, Guangdong Province, China

Report to: Customer Service Team Leader, Front Office

Support ANZ market: working hours according to ANZ, and public holiday follows ANZ market.

About the role:

To become the First Choice for our customers. Provide after-sales support to customers by demonstrating our core values of personal, seamless and progressive. Provide great service to customers, manage their expectations, resolve customer queries, and deliver an excellent customer experience.

What you will be doing in this role:

• Responsible for resolving customer inquiries by phone call and email. Working with other functions to find solutions and feedback to customers.
• Provide after-sales service to customers, such as lead time checks, delivery checks, payment issues, invoice issues, workflow inquiries, contract approval management and so on.
• Process goods return and ensure the customer has a smooth experience in returning goods to RS
• Handle customer payment inquiries.
• Follow up on all Open Orders and Back Orders to meet billing targets.
• Handling complaints with good communication skills. Coordinate internal resources to work out final solutions and satisfy customers.
• Well understand customer needs and provide professional and gracious service to customers.
• Process necessary correspondences, invoices or any documentation required by customers through fax and emails.
• Identify the buy signal during the communication. Record sales leads, and new valuable contact information. Provide replacement, and accessory products to customers and enhance upselling and crossing-selling.
• Other jobs arranged by Team Leader or Team Manager.

What experience we expect from you:

Essential:

• Education Qualification –university graduate from any discipline
• Excellent oral and written English communication skills both internal and external. Passionate to deliver excellent service to customers. Strong service mindset.
• Basic Keyboard skills are essential – typing test minimum attain average score.
• Basic Internet knowledge is essential.
• Basic knowledge of Microsoft Word/Excel/PowerPoint and Outlook essential.
• Fast learner and good team player.

Desirable

• SAP knowledge is desirable though not essential.
• Have experience in customer service and complaint handling.
• Some understanding of file formats such as PDF/TIF/HTML and XML would be an advantage.

Language Skills

• Language requirement – highly proficient in oral English. Familiar with Western culture (e.g. Australia, New Zealand or UK).
• Will be an advantage if the candidate has foreign countries exposure.

Competencies

Customer Focus.

• Responsive to customer inquiries, response within same day response. Is dedicated to meeting the expectations and requirements of internal and external customers.
• Attention to details
• Being able to input data accurately is essential. Ensure customer’s requests is managed accurately, a timely manner with no errors.
• Understand how processes are done; understand how to separate and combine tasks into efficient workflow; know what to measure; can see opportunities for synergy and integration; can simplify complex processes and get more out of few resources.

Flexibility

• Able to flex to the different demands, across languages and processes, up and down with the volumes through the day/month/year.  Required to be flexible to support the team during peak days. Able to flex across markets once being trained.  Able to flex supporting other markets even China is observing their bank holidays.

Teamwork   

• Excellent ability to work both as part of a team and individually.
• Tardiness and timekeeping     
• Being punctual and excellent in Time Keeping is essential to the role.
• Self-Motivated     
• Passionate towards services and responsible towards customers. Demonstrate the use own initiatives to deliver excellent services to customers and also your own performance.

Communication and interpersonal skill

• Keeping the team informed and communicating to important stakeholders as and when required.
• Providing timely feedback and escalation is important.

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