Customer Service Transaction Agent (Mandarin Speaker)

Keysight Technologies

  • Pulau Pinang
  • Permanent
  • Full-time
  • 10 days ago
Job Description:Overviewis 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 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
Qualifications
  • 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 is an Equal Opportunity Employer.***

Keysight Technologies