Customer Care Executive (Taiwan market)

In Schneider Electric everything we do promotes progress and sustainability for all - our colleagues, customers, partners, and the communities and societies where we live and work.

From the products, software, and services driving the digital transformation of energy management and automation to corporate citizenship and volunteer activities, we make an impact by helping people and organizations become more resilient and efficient, more electric and digital.

Which is where you come in.

Working at Schneider Electric means working toward a cleaner, better world.

You're part of a global team built on inclusion, mastery, purpose, action, curiosity, and teamwork, turning sustainability ambitions into actions.

The Role:

Join us as a Customer Care Executive where you will be the first point of contact for our customers and will provide support to all customers in the assigned country: greetings, Log Interaction, Identification of Customer.

This will involve first interaction resolution for the majority of customer queries and ensuring complex cases are escalated to and followed up by the correct point of contact within Schneider Electric.

Queries will include but are not limited to the followings:


* Pre sales - Price and availability, giving a catalogue reference, order entry, quotations, opportunity identification, e-commerce and knowledge management


* Post sales - product return and escalation of more technical queries; order management, invoice and deliveries.


* Receive, analyze, monitor, solve, record and process all requests for customers purchase orders, credit notes, warranty claims, handling complaints and providing a service that allows to meet the needs of internal and external customers.


* Improve Customer Satisfaction by providing a high quality professional Primary Support to customers.

Establish a strong and professional relationship with assigned accounts and contacts while assisting the relevant sales team to increase revenue and market share.

If you're passionate about customer service and eager to make an impact, we invite you to apply.

What will you do?


* First level general support pre-sales and post-sales, telephone, email and digital platforms to SE customers and partners.


* Responsible for answering incoming telephone calls, chat, e-mails, web based tickets and prioritizing customer's support needs.


* Responsible to process Customer requests including order entry, order modification in ERP system.


* Managing transactional orders backlog in ensuring timely deliveries as per customers' requested delivery dates.


* Proactively liaise and coordinate with procurement and delivery team on logistic arrangement and close monitoring of customer order delivery.


* Escalation management in liaising with Procurement, Logistics, Technical Support and Commercial Team in resolving customers order and delivery complaints.


* Support and resolve customer logistic product quality/returns a...