CSE Engineer

Yokogawa; Bengaluru; On-site; INR 300,000 - 540,000; Full time

Job summary

Yokogawa seeks a capable customer service professional in Bengaluru to provide product information, process orders, and resolve issues. You will be the first contact for customers, document interactions in the CRM, and support relationship development and renewals while adhering to regulatory standards.

The role emphasizes building customer loyalty, handling multi-level interviews, and growing personal capabilities through ongoing training to align with technology and industry best practices.

Qualifications

• Sound experience and understanding of straightforward procedures or systems (7 to 12 months).
• Very limited managerial experience (0 to 3 months).

Responsibilities

• Provide advanced product/service information and respond to basic customer questions about the product/service.
• Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
• Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.
• Make calls (by telephone or in person) to allocated customers to develop new relationships and be a first contact for queries.
• Enter relevant information into the CRM after each contact to create a call plan and ensure quality data.
• Interview the customer to clarify requirements or assist in client interviews.
• Provide exceptional service to encourage continued use of products/services.
• Develop knowledge of policies, regulatory codes, and obtain supervisor approvals for exceptions.
• Develop own capabilities via training and ongoing education to keep up with technology and industry best practices.

Skills

Customer Focus

Digital Communications

Service Conversations

Relationship Building

CRM Data

Education

Post-Secondary Non-Tertiary Education

Tools

CRM Systems

Job description

Job Description:

Not just a job, but a career

Yokogawa, award winner for ‘Best Asset Monitoring Technology’ and ‘Best Digital Twin Technology’ at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.

Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.

About The Team

Our 18,000 employees work in over 60 countries with one corporate mission, to \"co-innovate tomorrow\". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.

Responsibilities

• 
  

  Product/Service Information

  
  

  Provide advanced product/service information and respond to basic customer questions about the product/service.

  
  


• 
  

  Customer Order Processing

  
  

  Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.

  
  


• 
  

  Resolving Customer Issues

  
  

  Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.

  
  


• 
  

  Customer Relationship Development / Prospecting

  
  

  Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.

  
  


• 
  

  Customer Relationship Management (CRM) Data

  
  

  Schedule follow-up actions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

  
  


• 
  

  Customer Needs Clarification

  
  

  Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.

  
  


• 
  

  Renewals

  
  

  Provide exceptional service to customers to encourage continued use of the organization's products/services.

  
  


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  Operational Compliance

  
  

  Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

  
  


• 
  

  Personal Capability Building

  
  

  Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

  
  

Behavioral Competencies

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  Customer Focus

  
  

  Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

  
  


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  Manages Complexity

  
  

  Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods. well.

  
  

Skills

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  Customer-Focused Approach

  
  

  Works with guidance (but not constant supervision) to orient the seller's organization around delivering to the key needs of their customers.

  
  


• 
  

  Leverages Digital Communications with Customers

  
  

  Works at an intermediate level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works with guidance.

  
  


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  Masters Service Conversations

  
  

  Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.

  
  


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  Navigates Customer Challenges

  
  

  Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance.

  
  


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  Strengthens Customer Connections

  
  

  Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance.

  
  


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  Builds Customer Loyalty

  
  

  Works at an intermediate level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works with guidance.

  
  


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  In-Depth Questioning

  
  

  Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.

  
  


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  Initiates Compelling Sales Conversations

  
  

  Works with guidance (but not constant supervision) to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client.

  
  


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  Service Into Sales

  
  

  Works at an intermediate level to recognize sales opportunities during service interactions to enhance overall customer service. Typically works with guidance.

  
  


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  Builds Rapport

  
  

  Works with guidance (but not constant supervision) to quickly and effectively establish trust within the buying centers in the client's organization.

  
  


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  Knows the Buying Influences

  
  

  Works with guidance (but not constant supervision) to accurately identify and understand the key buying influences pertaining to an opportunity.

  
  


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  Manages Buyer Indifference

  
  

  Works with guidance (but not constant supervision) to acknowledge and ask questions to understand the circumstances surrounding client indifference.

  
  


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  Understands Issues/Motivations

  
  

  Works with guidance (but not constant supervision) to articulate why a client does or does not want a change based on their business objectives and challenges.

  
  

Education

Post-Secondary Non-Tertiary Education

General Experience

Sound experience and understanding of straightforward procedures or systems (7 to 12 months)

Managerial Experience

Very limited (0 to 3 months)

Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusive culture. We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status. We will not discriminate based on race, skin color, age, sex, gender identity and expression, sexual orientation, religion, belief, political opinion, nationality, ethnicity, place of origin, disability, family relations or any other circumstances. Yokogawa values differences and enables everyone to belong, contribute, succeed, and demonstrate their full potential.

Requirements