Sr Customer Service
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. From OneTouch® brand blood 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.
Excellent written and oral communications skills Telephone skills forin the areas of listening, problem resolution, dealing with difficult situations and /or concerned customers Customer focus and empathy Team player Openness, cultural sensitivity, and inclusiveness Able to recognise and welcome diversity Flexibility and a solution-oriented approach Can-do attitude Spirit of continuous improvement of processes Personal organisational skills Ability to prioritize tasks and work under pressure/demanding timelines Ability to follow specific processes and flexibility as appropriate Maintain strong control over the details Ability to work in a fast and dynamic organization Be specialist in structuring, analyzing, and understanding data Fluent (written and spoken) in Japanese and good knowledge of English Knowledge of MS Outlook, Word, Excel Ability to operate effectively in an office environment, using computers and other office equipment