Customer Service Exec
Provide quality service and support in handling day-to-day activities of the customer service role for all assigned customers in a perfect manner (all order-to-cash processes) Appropriately respond to and resolve customer complaints, as soon as they arise Advise to local management if any changing needs related to customer base and recommend process changes to accommodate customer requirements Work with internal and external customers to ensure fulfiment of all order elements for on-time and accurate delivery Receive, manage and resolve customer enquiries concerning orders, changes, cancellations, delivery dates, products, product availability Ensure other product enquiries are appropriately redirected and followed up Handle customer master data management related activities through defined channels
The customer, for more than 40 years has advanced glucose management and diabetes care with pioneering technologies and new products defined by simplicity, accuracy and trust. Fromblood glucose meters, test strips, and lancets to an integrated digital health platform and hospital point-of-care systems, the customer is committed to offering patient-centric products and clinically-proven solutions.
In this role, you will be responsible for processing customer orders and enquiries in accordance with established processes, within the required timeline, effectively and efficiently, to meet customer needs and ensure their satisfaction.
Ability to read and understand English/and Native Japanese (all training is in English) (B2/C1) Ability to communicate clearly and effectively orally and written Ability to read and write proficiently while multitasking (actively listening to Customer and answering questions) Basic typing skills on a PC keyboard equal to twenty (20) words per minute as observed by interviewer Ability to use email and digital media Accurately document the required information into the client compliant management system in English Courteous with strong Customer service orientation as evaluated in the interview process Good listening, empathy, and questioning, non-bias and responding skills as evaluated in the interview process Propensity towards and promoting other OT products and services as evaluated in the interview process Working knowledge of Windows and Office applications and computer usage as demonstrated in the interview process General hardware and software knowledge Ability to understand technical problems Ability to diagnose and solve problems following Client procedures Ability to accurately log problems and their resolutions Experience using Social Media in a business environment Excellent knowledge of Facebook, Twitter, LinkedIn, Pinterest, Instagram, Google+ and other social media best practices Excellent multitasking skills Great interpersonal and communication skills Ability to solve complex technical issues Ability to be able to manage Social Media interactions