Client Service Specialist

Swarovski; Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading crystal products company in Penang seeks an experienced customer service professional. The role requires fluency in Cantonese, Traditional Chinese, English, and Mandarin, along with at least 2 years of experience in a similar role. Candidates should have strong organizational, analytical, and customer service skills. The company offers a supportive work environment with various employee benefits.

Benefits

Employee Assistance Program

Volunteering leave

Learning and development programs

Qualifications

• Minimum of 2 years’ experience in a similar role.
• Intermediate MS Office knowledge.
• Intermediate SAP knowledge for queries and reporting.

Responsibilities

• Serve customers following specific guidelines.
• Advise customers on products and stock.
• Handle inbound orders and credit accounts on SAP.
• Collaborate on price adjustments and shipping.
• Manage customer complaints professionally.

Skills

Cantonese and Traditional Chinese skills

Fluent in English

Fluent in Mandarin

Detail orientation

Service mindset

Analytical skills

Basic knowledge of Case Management Tool

Education

Degree in business administration or similar education

Tools

MS Office

SAP

Job description

About the job

• Responsibilities include, but are not limited to:
  • Serves customers in accordance with our Service Level Group specific guidelines.
  • Advises customers on the whole product range, the stock situation, possibilities of various products, product applications, novelties etc.
  • Handles the process of all inbound orders, ensures accurate data input and proactively informs customers about delivery dates / changes and takes action on deviations.
  • Checks customer credit accounts on SAP and aligns with Credit Management on credit limits, and block removal.
  • Collaborates with other stakeholders on price adjustments as well as customer-specific discounts and payment conditions.
  • Ensures goods are shipped in accordance with applicable shipping procedures in close cooperation with exporting company and involved parties.
  • Handles customer complaints and other problems, ensuring they are solved rapidly in a professional manner to satisfy the customer; advises other involved departments.
  • Ensures the administrative handling of returned goods.
  • Ensures accurate data input on a daily basis in all systems.
  • Communicates effectively with the Sales Team and Head of Sales regarding customer needs, expectations, strategies (ADS’s) and follow-up on actions resulting from visits.
  • Cooperates with the Head of Sales and/or Marketing and Branding team regarding information needed for new products or product applications and coordinates implementation within the department.
  • Communicates and follows up with PM and HQ on projects, special production requests and negotiation of lead time improvement or prioritization.
  • Liaises with Design office for creation of new motives.
  • Selectively contacts customers to prepare and coordinate visits and fairs for the (Key) Account Managers.

About you

• Minimum of 2 years’ experience in a similar role
• Degree in business administration or similar education
• Cantonese and Traditional Chinese reading, writing, and comprehension skills to support the language specific market
• Fluent in English and Mandarin language (reading, writing and speaking)
• Intermediate MS Office knowledge
• Intermediate SAP and other relevant tools knowledge (queries creation, reporting)
• Basic knowledge of Case Management Tool
• Detail orientation
• Accuracy
• Service mindset and customer orientation
• Managing own workload (Time management)
• Analytical skills
• Business and End to End processes understanding

What we offer

• Employee Assistance Program
• Volunteering leave
• Learning and development programs
• Masters of Light Since 1895

Swarovski creates beautiful crystal-based products of impeccable quality and craftsmanship that bring joy and celebrate individuality. Swarovski is an equal opportunity employer. We give our people the guts to celebrate individuality and pride ourselves on creating a workplace where people feel involved, respected, valued, connected, and heard. A place where anyone/everyone belongs. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under the law of the countries we operate in.