Customer Service Operations Associate

Keysight Internet Infrastructure; Penang; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading technology company seeks a contract position focused on customer service within the quote to cash process. The ideal candidate should communicate effectively in English and Mandarin, possess the ability to handle multiple tasks, and have a bachelor's degree. This role offers opportunities for skill development in a dynamic environment.

Qualifications

• Communication skill in English and Mandarin required for APAC & China.
• No prior customer service experience needed.
• Solid System Application knowledge is a plus.

Responsibilities

• Provide customer service related to quote to cash process.
• Process PO and change order requests.
• Ensure timely customer billings and maintain agreement data.

Skills

Communication skill (written) in English

Communication skill (written) in Mandarin

Ability to handle multiple tasks

Basic escalation management skills

Stress management

Education

Bachelor Degree or University Degree or equivalent

Job description

Overview

Keysight is on the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do.

Our award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.

Responsibilities

This role would be a contract position with possibility of conversion upon management discretion.

• Provide customer service and own activities related to quote to cash process which include agreement quote generation, agreement activation/ renewal and billing.
• Analyse and respond to customer's request for quotation in a timely and accurate fashion, comply fully to Keysight policies and procedures, also export licensing rules.
• Process PO and change order requests – perform order acceptance, activate and administer agreement according to policy and standards.
• Send customer order acknowledgements and updates.
• Trigger accurate customer billings timely per contract terms and in accordance with defined policy including e-invoicing and portal.
• Interact with Field, Business, Legal, Tax, Collections and Revenue team to review and accept agreement with negotiated terms and conditions.
• Responsible for maintaining completeness and integrity of agreement data in system to ensure correct entitlement, quota assignment and revenue recognition.
• File related quote and order documentation adhering to document retention guidelines.
• Point of contact for Field/KGSO/FC and other internal contacts for agreement information, updates/ changes and to problem resolution.
• Foster a good working relationship and communicate timely with cross functional partners, demonstrating ownership of required actions.
• Consult with internal resources as needed to effectively support customer inquiries. Proactively resolve customer issues/ internal escalations.
• Use F9 templates to communicate with external customer. If voice interaction/customized communication with the customer is needed, engage Field/FC/POC.
• Apply knowledge gained and select the appropriate methods and processes to work on each assignment which are broad and complex in nature.
• Understand key processes in SA areas; contribute to Continuous Improvement (CI) executions and improvement suggestions in regards to streamlining processes or improving productivity/ customer experience.
• Consistent delivery of quality services within Service Level Agreement with the upmost integrity is expected.
  
  

Qualifications

• Communication skill (written) in English and Mandarin (APAC & China Market).
• Capability to handle multiple tasks and responsibilities.
• Ability to work in a stressful environment
• Usage of standard approaches to simple problem resolution
• Basic escalation management skills
• Internal knowledge of Keysight
• Understanding of Keysight organization, processes and deliverables.
• Basic knowledge of Keysight products, solution and Market
• Solid System Application knowledge
• Basic IT /technology knowledge
• Bachelor Degree or University Degree or equivalent. No prior customer service experience required.
  
  

Careers Privacy Statement ***Keysight is an Equal Opportunity Employer.***