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Client Services Representative
Autodesk
Singapore, , Singapore
Job Details - this job has expired, please see similar jobs below
Description
Key Responsibilities
OPERATIONAL SUPPORT:
• Enter orders into the order system including customer information, serial numbers, etc. Ensure that the orders comply with Pricing and Discount policies.
• Provide service within agreed upon Service Level Agreements (SLA's) with various customers, both internal and external.
• Generate and analyze regular and ad hoc reports for sales representatives and/or channel partners.
• Document policies and procedures based on expertise in specific job areas. Work with Process Team to document best practices and workflow, including updating of internal work instructions, training materials and salesforce articles.
CUSTOMER SUPPORT:
• Respond to customer inquiries through Chat, phone or SFDC cases support. If unable to resolve customer issue, escalate to appropriate staff or management and respond back to customer with solutions provided by escalations.
• Respond to escalated partner issues from Tier 1 support received.
• Provide feedback and quality assurance on Tier 1 processed cases, including helpful insights and analysis to improve first contact resolution rates and response times.
• Receive, investigate, and respond to customer inquiries regarding shipments, products, verifications, registration, and complaints. Provide information regarding order status, shipping dates, prices, product availability, and back orders. Analyze and research historical data to solve customer issues. Log quality problems or issues in database.
• Educate resellers on resources available and promote the self-service tools. May include providing hands-on training.
• Communicate and work closely with local sales office to obtain approvals for returns and/or credits.
• Ensure high level customer satisfaction by fairly resolving escalated issues.
Requirements:
• Minimum 3 years of relevant work experience in customer service, logistics or order management process. Working experience in SAP sales order management, Siebel and Salesforce.com is preferred.
• Good communication skills and good team player.
• Demonstrated analytical, problem solving and decision-making skills.
• Flexible and adaptable to work in a global and multi-cultural environment.Language proficiency: English (business) and Japanese (native level).