Customer Care Executive

Act as a entry point of contact and provide support to all customers in the assigned country.

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 following:


* Pre sales - Price and availability, order fulfillment/booking, order or delivery status, opportunity identification, knowledge management and etc


* Post sales - commercial product return and escalation of more technical queries, order management and modification, invoice, deliveries, and etc

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.

Responsibilities


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


* Responsible for answering incoming telephone calls, live chat, e-mails, portal cases and prioritizing customer's support needs


* Responsible to process Customer requests including order fulfillment and 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 order management team in resolving customers order and delivery complaints


* Support and resolve customer logistic product quality/returns and commercial issues


* Proactively follow up on all commitments and customer requests


* Strong collaboration with Marketing on new product launches


* Ongoing proactive research and learning about new products, technologies and applications


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


* Lead transformation initiatives such as process simplification and improvement on Customer Support process


* Carry out other related tasks assigned in order to support the team and other department to achieve company's objectives

Competencies


* Fresh graduated or degree in any specialization with 3 to 5 years of working experience (preferable with Engineering degree)


* Multilingual capability is an advantage eg.

English, Malay, Chinese, various dialects, Korean, Japanese, Thai, Indonesian, Vietnamese.


* Knowledge in ERP SAP SD module and supply chain is highly preferred


* Advance or Intermediate Excel and data analytics skills


* Strong verbal and written communication skills are required


* Ability to multi task (logging queries and orders while speaking with custom...