Customer Service Representative (Japanese Speaker)

Emerson; Bayan Lepas; On-site; MYR 56,000 - 89,000; Full time

Job summary

Emerson in Bayan Lepas, Penang, Malaysia is seeking a Staff Customer Service Representative to join our global Shared Service Centers. You will handle orders, returns, quotes, and inquiries through multiple channels, engage with multiple NI departments, and support the revenue cycle with timely follow-ups.

Ideal candidates have 1–2 years in SSC, strong English and Japanese communication skills, and are adept at using Oracle/SFDC and other business apps.

Qualifications

• Bachelor’s degree or equivalent required or relevant customer service experience.
• Ability to communicate effectively with customers in English and Japanese.
• 1–2 years of experience in Shared Service Centers or similar environments.
• Willingness to work full-time, 8 hours within 6 am–7 pm Monday–Friday, with overtime as needed.
• Experience with Oracle or SFDC is a plus.

Responsibilities

• Manage/process customer orders, product returns, quotes, and inquiries via phone, email, and chat.
• Coordinate with multiple departments to resolve customer issues and ensure order velocity.
• Support opportunity management and provide tiered, responsive service throughout sales and post-sales cycles.
• Follow standard procedures and leverage internal tools (Oracle, SFDC, Outlook) for data accuracy.
• Coach teammates and contribute to process improvements within Customer Operations.

Skills

Customer service

Communication

Time management

Decision making

Multitasking

Japanese language

Education

Bachelor’s degree or equivalent

Tools

Oracle

SFDC

Job description

Job Description

The Staff Customer Service Representative (Staff CSR) will be part of our Shared Service Centers across the globe, providing services & support to our customers. A Staff CSR is responsible for leading high-impact projects, handling customers’ escalations, processing customer orders and product returns, quotations, handling outbound customer calls to resolve customer queries/issues on call , emails, pre-sales and post-booking activities, providing order status/follow-up until resolution, and administrative sales support required to deliver a high-quality customer experience. Staff Customer Service Representatives can be allocated to a Tier/Account team to build customer intimacy and business acumen.

Job Description

The Staff Customer Service Representative (Staff CSR) will be part of our Shared Service Centers across the globe, providing services & support to our customers. A Staff CSR is responsible for leading high-impact projects, handling customers’ escalations, processing customer orders and product returns, quotations, handling outbound customer calls to resolve customer queries/issues on call , emails, pre-sales and post-booking activities, providing order status/follow-up until resolution, and administrative sales support required to deliver a high-quality customer experience. Staff Customer Service Representatives can be allocated to a Tier/Account team to build customer intimacy and business acumen.

Main Responsibilities

• Manage/process customer orders, product returns, quotations, inbound and outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities.
• Understandand interact with avariety of NI departments, processes, and applications to support customer needs to drive velocity and remove roadblocks.
• Supportsalesopportunity management cyclefor customersbyfulfilling operational requests.
• Provide differentiated operational support through NI’s business model (Tiering)throughout the sales and post-sales cycle.
• Provide optimal customer experience (internal and external) by following internal processes and standard operating procedures consistently and accurately using tools like Oracle,SFDC,Outlook, and other internal business applications.
• Timely follow-up with customerson pending actions tosupport their needs through multiple phone, email, and chat channels.
• Supportstandardand non-standardcustomer inquiries regarding order processcreation or modification, supply chain implications, or other information regarding their accountsthrough phone, email, or chat.
• Create and manage customer data records to ensure proper data integrity of our customer records.
• Drive escalation and continuous improvement for Customer Operations organization.
• Active participation in the revenue maximization motions especially during the end of quarter (EOQ).
• Exercise excellent decision-making during customer interactions or escalations, as well as guiding the customer according to the company direction by involving cross-functional members.
• Manage post-booking activities such as providing order status/follow-up until resolution, TC review, Acceptance, Logistics arrangement, customer follow-up, etc.
• Coach other team members when needed, to ensure the good practices are well-circulated within the team.
• Lead high-impact projects at the division level and drive the project strategy to meet scope, cost and timeline goals by being able to evaluate the risk and make decision based on analysis.

Performance Objectives

• Deliver a consistent customer experience across all channels by meeting Key Performance Indicators (KPIs).
• Portray a high level of independence and able to make decision when performing operational tasks
• Able to coach and propose recommendations to others to success.
• Partner with various teams and functions to deliver acustomer-effortless experience.
• Influence customers during the buying process and become a trusted advisor to enable our self-service and digital channels.
• Coordinate activities within a team/project

Qualifications And Skills

• Bachelor’s degree completed, or relevant customer service experience.
• Preferred:Understandingof KCS methodology or other knowledge managementmethodologies
• Minimum of 1-2 years of experience in Share Service Centers.
• Ability to work Full-time, but flexible, 8 hours between department hours of 6 am to 7 pm Monday-Friday. Availability to work overtime as business needs require.
• Japanese (JLPT N 1 & N 2 ) is a requirement
• English (verbal/written) in business perspective
• Must be able to communicate effectively with customers regarding their product orders, service, and other customer inquiries about their transactions.
• Proficient in computer usage and a variety of basic skills.
• Strong customer service attitude, positive outlook, excellent work ethic and drive to succeed.
• Effective time management skills and a self-starter attitude.
• Strong risk management skills and problem-solving skills.
• Ability to take ownership of customer needs and demonstrate initiative and decision-making.
• Demonstrates aptitude for learning new business applications and enterprise software.
• Demonstrates aptitude for and interest in learning/improving processes.
• Oracle and SFDC application experience is a plus.