Representative, Customer Service TEBG (Mandarin Speaker)

Major Duties and Responsibilities

• Follows a variety of clearly defined procedures under general guidance within customer service areas, such as Account Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics, etc.
• Works independently, although the scope for discretion is limited and the output is reviewed periodically while in progress. The work priorities are defined with the manager/supervisor. 
• Uses customer service theories and practices to provide guidance and/or training, as well as leading for change, to support level co-workers within the same or job-related work group. 
• Handles inquiries of moderate scope and complexity. Uses basic analytical skills to interpret information, examine variables, draw conclusions, and assess alternative methods.
• Most complex problem solving may require the use of increased judgment to handle some variations in conditions or operations, making decisions based on selecting from alternative courses of action using greater adaptation to circumstances when necessary.

1. Bachelor's degree.
2. Minimum 1 year of relevant experience in Customer Service, Supply Chain, Manufacturing Operations, Logistics, or IT in local companies.

1. Basic knowledge of customer service disciplines.
2. Learns products and processes with guidance.
3. Knowledge of SAP, Salesforce, portals, CRM tools, and MS Office such as Outlook, Excel, and Word.
4. Strong attention to detail, numerical accuracy, and communication skills.
5. Ability to adapt to new systems and processes.
6. Basic analytical and problem-solving skills.
7. Able to work independently with minimal supervision.

8. Proficiency in English and Mandarin language is required (Speaking, Reading, Writing, and Listening)

1. Experience in Customer Service, Supply Chain, Manufacturing Ops, Logistics, or Business Administration.
2. Skilled in SAP and Salesforce.
3. Accurate data entry and analytics skills.
4. Open to shift work when required.

5. Comfortable working other Asian time zones, shift hours, or supporting countries work calendars.

1. Handles standard to moderately complex inquiries using basic analytical skills.
2. Uses judgment for normal variations and selects from existing approaches.
3. Conducts short-term planning related to forecasting and business partner support.

1. Able to provide guidance or training to peers within the same job level.
2. Supports change at the team level.

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