Associate, Customer Support APAC

Key Responsibilities

• Handles inbound sales and customer communication (calls, emails, click to chat) in the processing, expediting, and troubleshooting of customer orders.
• Owns the customer request and experience from initiation to conclusion.
• Processes all customer requests via computer, utilizing multiple and often complex systems, programs, and monitors to research information.
• Researches and resolves customer issues, expedites back orders, handles requests for returns and other special requests.
• Resolves product or service problems by clarifying customer complaints, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
• Proactively interacts with the outside sales force to ensure regular communication on pricing and other customer concerns, providing high-level, quality service closely aligned with sales to enable sales growth.
• Follows up with the Sales Department, suppliers, and customers on any outstanding issues.
• Looks for opportunities to provide solutions.
• Makes recommendations on areas for process improvement.
• Makes decisions based on policies and past precedence, seeking guidance as necessary.
• Accountable to performance metrics such as schedule adherence, productivity standards, and quality standards.
• Performs other duties as assigned.

Requirements & Tech Stack

• Strong communication skills, both verbal and written.
• Ability to work with immediate team members, as well as employees in other departments, while demonstrating the ability to work independently.
• Proven problem-solving skills and resourcefulness.
• Ability to manage multiple priorities in a fast-paced and complex environment.
• Good organization and time management skills.
• Attentive and active listening abilities.
• Ability to maintain composure and positive attitude during difficult times.
• Intermediate computer skills required; must be able to work in multiple systems concurrently, often using multiple monitors.
• Familiarity with SAP system is helpful.
• In Quebec, bilingual (English and French), verbal and written.

Qualifications

• High school diploma required; Bachelor’s degree a plus.
• 0-6 months of applicable experience in a customer relationship type role (sales, call center, etc.).