Operational Sales and Service Representative with Chinese
Temps is the leading company providing integrated HR services and workforce solutions for white collars professionals. Founded in 2010 as part of RINF group, historically we build our core expertise for the IT&C sector. Temps capitalized the market knowledge and expended its expertise to expanding industry sectors. The company has been growing out of passion for an outstanding performance for both candidates and clients. We continuously invest in technology and process digitalization as key components for a flexible and effective service.
What differentiates us is what makes us stronger as a team. Values are what keeps us together and define us In our efforts to achieve goals, honor commitment and create a great service experience.
Find your next career opportunity in our list of open positions. If you’re an experienced professional, that’s wonderful. If not, that’s still ok, as long as you have enthusiasm and drive. For us, it’s not about years, it’s about attitude.
University Degree in Economics, Communication, Business
Native in Chinese Cantonese / Mandarin, Fluent in English,
Second Language (Advanced) is plus: Japanese or Korean
1.5 - 2 years experience working in a customer service environment
Exposure or previous experience in medical device industry is an advantage
Excellent Service Attitude
Excellent communication skills
Speed and accuracy in data capturing
Proven ability to multitask
Critical thinking, Proactive and Problem solving
Able to work in a fast pace environment Experience in Microsoft Office Package, SIEBEL and SAP
General Office Skills SAP, CRM (Clientele, Siebel or others) and SharePoint knowledge would be a plus
Ability to work in a team environment
Understanding of Technical Products, Radiology and Digital is a Plus
Analytical, and Process improvement skills management, Belt qualification are a plus
The Operational Sales and Service Representative is responsible for providing support assisting customers with any inquiry and / or redirecting the call to specialized support to provide solutions to all questions or problems that may arise with Hardware and/or Software, as well as answers to questions regarding consumables for such equipment. The service agent will provide support to Tech support reps verifying warranty status and creating product replacement orders.
Manages Customers relationship through providing daily operational support via calls, e-mail or case management tools.
Acts as one contact to the customers, dealers or internal stakeholders communicating all relevant information and
ensuring customer satisfaction
Answer all operational and administrative questions and inquires from dealer, end customer or internal stakeholders
Deliver an excellent customer experience through a professional attitude, ownership of customer requests and
commitment on solving customer requests.
Documentation and tracking of all requests and calls in CRM Platform and other Platforms.
Processing of Dealer Orders (Order Input, Product Availability Checks, Order Confirmations, Price Letter, APP’s etc.) in a timely and qualitatively compliant fashion
Ensures that agreed service levels are met.
Prioritize the daily activities taking into consideration the difficulty level and TAT
Deals with the urgent requests received from the Customers and keeps all relevant people up to date.
Keeps track of all the open orders and takes care of the follow up process for the pending cases.
Cooperate cross-functionally with other teams (Finance, Supply Chain, Logistics, Sales, Customer Care, and others) and follow-up so the requests is closed with an appropriate resolution
Provide support to internal/external customers with warranty and/or contract status for Equipments/Software.
Process replacement orders for units that are covered under a warranty.
Handle simple product complaints and general technical questions (like finding spare part number in Pricelist, help customers entering product license or answer if product is / or is not under warranty)
Calculation of warranty / pro-rata remaining on products and advice to dealers on handling of repair / exchange / upgrade
Processing the order entry, approvals dispatching and delivery for the ordered products.
Manage the returns of the defective parts once they are replaced – interact and follow-up with the Dealers /Customers
Participation in the all Product related trainings and become familiar with company’s portfolio and business model
Build and refresh process and systems knowledge related to business operations.
Lead or Support Projects to Establish or Refine Business Process, Operational Flexibility and Capability
Identify potential improvement and continuously apply BPI (Business Process Improvement)
Analyzes accuracy level, identifies root cause of repetitive issues and drives corrective actions where required
Deals with the escalations received from the customers in the agreed SLAs under the Operational Team Manager supervision, SME and or CC.
Participate in internal and external audits as required.
Maintain 100% compliance with all external and internal procedures.