Customer Service Representative

About Mouser Electronics Mouser Electronics; Tasek Gelugor; On-site; MYR 20,000 - 100,000; Full time

Job summary

A global technology company is looking for a Customer Service Representative in Tasek Gelugor, Malaysia. The ideal candidate will deliver exceptional service by processing orders and inquiries while maintaining high standards of quality. Success in this role requires strong communication skills, proficiency in English, and the ability to manage customer expectations effectively. This role provides opportunities for advancement and includes handling a variety of customer requests in a fast-paced environment.

Qualifications

• Minimum of 2 years customer service experience for levels II and III.
• Strong analytical and problem-solving skills are essential.
• Ability to type data for long periods and understanding of multiple currencies.

Responsibilities

• Provide service excellence by processing customer orders and requests.
• Follow up with customers to ensure satisfaction.
• Promote and maintain high standards of quality and service.

Skills

Professional communication (verbal and written)

Fluent in English

Proficient typing and math

PC experience in Microsoft Windows

Tools

Microsoft Word

Excel

Outlook

Job description

JOB DESCRIPTION

Title: Customer Service Representative

Location: International

The Customer Service Representative is responsible for providing service excellence to customers by processing orders, quotes and assisting with all other customer needs, to provide optimal customer experience, and supporting customer service initiatives.

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• Provides optimal customer experience, exhibiting Mouser values to each customer.
• Accurately processes various types of customer requests, including but not limited to orders, special handling, quotes, returns, catalogs, samples, product information, and information regarding Mouser services.
• Determines customer expectations and provides options to meet their needs.
• Generates new and repeat business through customer service initiatives and offering associated products and promotional items.
• Follows up with customers to ensure on going customer satisfaction.
• Promotes and maintains high standards of quality and service excellence
• Processes work in a timely manner and meets daily productivity objectives; displays a sense of urgency while achieving quality and productivity goals Researches and expedites customer requests.
• Monitors and ensures delivery date and product quality to meet customer requirements.
• Provides price and delivery quotes to customer within company specified deadlines.
• Understands and is able to correctly work with multiple currencies and other requirements with regard to processing international orders.
• Effective time management and planning/organizing skills.
• Self-motivated and results oriented.
• Effective interaction with individuals and groups both inside and outside of the organization and works effectively as a team contributor on all assignments.
• Maintains a high level of commitment to achieve goals.
• Effective performance independently or as part of a team.
• Strong analytical, problem solving and negotiation skills, and analyzes the impact of decisions before execution.
• Supports local Customer Service teams, and provides support for other teams when needed.
• Provides Chat support as required, local language plus other required languages.
• Regular attendance at work is an essential part of the job.
• Adapts to changing situations and restructures tasks and priorities as changes occur within the business and organization.
• Works well under the pressure of deadlines.
• Supports and participates in the company's total quality and customer service expectations.
• Trustworthy and maintains confidentiality.
• Other duties as assigned.

SKILLS & CERTIFICATIONS

• Professional verbal and written communication in local language (minimum), including in a telephone environment. Additional languages may be required.
• Fluent reading and writing in English.
• Ability to type data for long periods of time.
• Proficient typing and math.
• PC experience in a Microsoft Windows environment, proficient with internet, Microsoft Word, Excel, Outlook, and other software.
• Ability to use, read, and interpret spreadsheets, printed reports, and a dual terminal screen.
• Able and willing to use our telephone headsets.
• Neat and legible handwriting.

JOB LEVELS

Customer Service Representative I

• Exhibits the desire to provide excellent service, carry out correspondences in a professional and courteous manner, and interact directly with customers as needed.
• Exhibits desire and ability to advance.

Customer Service Representative II

Requirements

• 2+ years customer service experience required. For internal candidates, experience can be a combination of internal and external experience.
• Internal Candidates:
  1. Successful completion of Customer Service Representative I Development Plan.
  2. Consistently meets or exceeds Customer Service Representative II performance metric requirements.
  3. Overall Effective Performance as Customer Service Representative I.
  4. Takes initiative to expand knowledge for position utilizing all available sources.
• External Candidates:
  1. Exhibits competencies and experience to perform at level II.

Customer Service Representative III

Requirements

• 4+ years customer service experience required. For internal candidates, experience can be a combination of internal and external experience.
• Internal Candidates:
  1. Successful completion of Customer Service Representative II Development Plan.
  2. Consistently meets or exceeds Customer Service Representative III performance metric requirements.
  3. Overall Highly Effective Performance as Customer Service Representative II. o Proven ability to work independently.
  4. Successful collaboration with others to ensure service excellence requirements are met.
• External Candidates:
  1. Exhibits competencies and experience to perform at level III.

Senior Customer Service Representative

• Successfully performs all Customer Service duties.
• Actively supports the team by providing assistance for complex or uncommon requests and best practices.
• Liaison with other teams for assistance when needed for ensuring service excellence.
• Supports local CS training needs when necessary.
• Ensures workflow is maintained if coordinator and management are not available Team subject matter expert.

Requirements

• 6+ years customer service experience required.
• Internal candidates:
  1. Experience can be a combination of internal and external experience. o Minimum Highly Effective performance in current role. o Successful completion of Customer Service Representative III Development Plan.
  2. Consistently meets or exceeds Senior Customer Service Representative performance metric requirements.

REPORTING STRUCTURE

This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.