Customer Service Specialist

Summary:

Interacts with customers, company sales and/or service representatives via telephone, email, text, chat or through other social media platforms, to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges. Updates databases with status of returned materials issues and accounts for returns inventory. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Ensure service information accessible by sorting and filing documents/forms. May schedule field service repair calls. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit issues.

Duties & Responsibilities:

This position is responsible for the end to end order fulfillment process for APAC:

• Responsible for commercially checking customer purchase orders and book the orders in VIAVI’s ERP system

• Interact with customers directly to provide fast and accurate responses to inquiries, concerns and requests for order related information

• Handle and address customer issues by determining the cause; selecting and explaining the best solution; expediting correction or adjustment; following up to ensure resolution

• Manage customer orders and clear issues and holds preventing a timely delivery of the product

• Review scheduling & rescheduling with factory/contracted manufacturers/service centres throughout the order fulfilment process. Resolve all issues which prevent orders and RMA from manufacturing/servicing and shipping

• Interface with customer directly for shipment arrangement. Collaborate with Logistics team & customer to meet different local and/or customer specific requirement for logistics arrangement and custom clearance process

Pre-Requisites / Skills / Experience Requirements:

If your experience and knowledge include some of these, then we’d be interested:

• Minimum Diploma holder and above in any discipline
• Minimum 1-3 years working experiences
• Strong organizational skills, attention to details and self-starter with good learning mindset
• Good analytical and problem-solving skills and ability to adapt to changing environment
• Fluent oral, written communication skills and active listening skills in English