Swarovski Client Service Specialist

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

Job summary

A global crystal products company in Malaysia seeks a customer service professional with at least 2 years of experience. The role involves serving customers, managing orders, and effective communication with team members. Candidates must be fluent in Mandarin and English, and have a degree in business administration. Join a diverse workplace that values individuality and offers various employee benefits including discounts and professional development programs.

Benefits

Swarovski products discounts

Employee Assistance Program

Volunteering leave

Learning and development programs

Qualifications

• Minimum of 2 years’ experience in a similar role.
• Fluent in English and Mandarin language (reading, writing and speaking).
• Cantonese and Traditional Chinese reading, writing, and comprehension skills are required.

Responsibilities

• Serve customers according to specific guidelines.
• Handle all inbound orders and ensure accurate data input.
• Communicate effectively with involved departments and stakeholders.

Skills

Customer service orientation

Detail orientation

Proactiveness

Analytical skills

Time management

Education

Degree in business administration

Tools

SAP

MS Office

Job description

Job Description

About the job

Your 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.
• Collaborate with other stakeholders, on price adjustment as well as customer specific discounts and payment conditions.
• Ensures goods are shipped in accordance with applicable shipping procedure in close cooperation with exporting company and involved parties.
• Handles customer complaints and other problems ensuring they are solved rapidly in an efficient and 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 and communicates effectively with the Head of Sales and/or Marketing and Branding team regarding all information needed for (new) products or product applications and coordinates the practical implementation of this within the department.
• Communicates and follows up with PM and HQ on projects, special production requests and negotiation of lead time improvement or prioritization.
• Liaising with Design office for creation of new motives.
• Selectively contacts customers in order to prepare and coordinate visits and fairs for the (Key) Account Managers.

About you

We are looking for a unique and amazing talent, who brings along the following:

• 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
• Proactiveness
• Business and End to End processes understanding

What we offer

You can expect a range of benefits, including:

• Swarovski products discounts
• Employee Assistance Program
• Volunteering leave
• Learning and development programs

Swarovski creates beautiful crystal-based products of impeccable quality and craftsmanship that bring joy and celebrate individuality.

Founded in 1895 in Austria, the company designs, manufactures and sells the world's finest crystal, gemstones, Swarovski Created Diamonds and zirconia, jewelry, and accessories, as well as crystal objects and home accessories. Swarovski Crystal Business has a global reach with approximately 2,400 stores and 6,700 points of sales in around 140 countries and employs more than 18,000 people. Together with its sister companies Swarovski Optik (optical devices) and Tyrolit (abrasives), Swarovski Crystal Business forms the Swarovski Group. A responsible relationship with people and the planet is part of Swarovski’s heritage. Today this legacy is rooted in sustainability measures across the value chain, with an emphasis on circular innovation, championing diversity, inclusion and self-expression, and in the philanthropic work of the Swarovski Foundation, which supports charitable organizations bringing positive environmental and social impact.

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.