Customer Service Representative - Night Shift (Contract)
ResMed
- Kuala Lumpur
- Permanent
- Full-time
- This is a role which requires you to support night shift from 11.00pm – 8.00am, 5-days work week (Mon-Friday)
- This will be a 1-year full time contract role
- Provide order processing data entry for requests from customers to place and manage orders, provide pricing and delivery information, and additional requests, by phone, fax, email, and EDI transactions.
- Respond to inquiries in a manner which meets high quality, productivity and other performance standard in accordance with company requirements and customer needs.
- Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines. Attempt to troubleshoot customers' problems. Inform supervision/management of all unresolved complaints.
- Document customer transactions accurately in Oracle. Ensure pricing approval process is supported and works in compliance to Customer Service policies and procedures.
- Utilize order-processing reporting system to ensure all orders are completed successfully through order fulfilment process.
- Perform proactive follow up with other Customer Support Team members to ensure efficient resolution to customer requests through collaboration and effective teamwork (applicable for CSR only).
- Provide training and support for team members (applicable for CSR only).
- Provide support for special projects as needed (applicable for CSR only).
- Enter faxed and email orders, RMAs (Return Material Authorization), sample requests and complaints into Oracle, including confirmation to the customer if applicable
- Respond to patient calls and emails received through our US websites.
- Import consignment orders to Oracle and process RMA’s for 3PL’s (3rd Party Logistics).
- Strong personal computer skills and familiarity with Windows-based software.
- Ability to read and comprehend simple instructions, short correspondence, and memos.
- Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
- Ability to communicate clearly and effectively. Effective retention skills.
- Ability to add, subtracts, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
- Must be able to work in enterprise level ERP (e.g. Oracle) and CRM (e.g. Sales Force Dotcom) applications, navigate multiple screens, and enter customer information/orders accurately.
- Must demonstrate strong written and oral communication skills in English.
- Extremely detail-oriented.
- Able to work collaboratively in a team environment.
- Possess a customer-centric commitment to build and maintain customer relationships.
- Demonstrate exceptional problem solving and organizational skills.
- Display energetic, self-motivated and quick thinking with positive attitude.
- High school, diploma or degree holder with minimum two (2) years or more customer service experience required.
- 2-4 years’ experience in a high volume customer service/call center capacity highly preferred