Customer Support Specialist

Customer Support Specialist

The Customer Support Specialist provides internal and external customer support (e.g. technical, order assistance, payment-related assistance) and coordinate with relevant resources to have complete case ownership and to increase customer satisfaction.

How you'll make an impact:

• You will ensure the timely resolution of customer issues received that are within his/her own scope (e.g. order, technical, payment), and if otherwise, by coordinating with Sales and other internal and/or external teams. You will communicate proactively to the concerns, inquiries and requests received from the customer, establish good and professional relationship with the customers by timely responsiveness and promote feedback from the customer via NPS Surveys
• You will engage in effective communication that enables ideas for issue resolution, fulfil commitments by planning and organizing priorities, ensure quality of data in the tools (e.g. SAP, Salesforce,) used in performing Order Handling function, prepare and analyse regular statistics (e.g. delivery forecast, revenue and collections) using available tools and collecting relevant information, recommend solutions, process improvements and innovations that will help speed up internal processes, track regular target performance and provides results to management.
• You will coordinate with relevant process owners, external partners and customers the necessary actions in order to achieve business targets, ensure the timely processing of customers' orders from order booking to collection, process the purchasing of materials and services per customers' requirement, monitor the status of orders to ensure the delivery of goods and services within the contractual date, proactively provide the order status and updates to customers.
• You will do timely issuance of invoice based on relevant documentation, collection of receivables within the approved terms, ensure that the cycle time and KPIs for order execution activities are met and with knowledge in importation and customs clearance, abide to the company's rules and regulations pertaining to Safety and ABB's code of conduct and practice and participate in the HSE initiatives.
• You will be responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.
• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background:

• Tertiary education in Electrical engineering or equivalent.
• 2 yrs work experience in relevant industry, preferably from power industry.
• Experience working in customer support operations and order processing.
• Detail oriented to ensure data integrity and accuracy in the system.
• Hands on knowledge in SAP system.
• Proficiency in English communication.

More about us:

We pride ourselves on offering a holistic range of competitive benefit programs to support your financial, physical and mental wellbeing and personal development. We want you to truly thrive with us – in work and out. For this role, depending on grade and experience, we offer the following employee benefits:

• Employer-sponsored medical plan (inc. dental care and optical).
• Group Term Life insurance, Group Personal Accident insurance, Group Business Travel insurance.
• Hospitalization Insurance.
• Leave programs (Annual leave, medical leave, Hospitalization leave, Exam leave etc.).
• Annual rice allowance.
• SSS, HDMF, and Philhealth Coverage.

*Benefits are subject to the respective plan rules.

We can provide more information during the recruitment process.