Customer Service & Marketing Executive

DENSELIGHT SEMICONDUCTORS PTE LTD; Singapore; On-site; SGD 50,000 - 65,000; Full time

Job summary

A leading semiconductor company in Singapore is seeking an experienced customer service professional. The role involves building customer relationships, providing support, and improving the customer experience through effective communication and problem-solving skills. Candidates should have a relevant diploma or degree and at least 2 years of experience in the electronics manufacturing sector. Strong CRM knowledge and proficiency in Excel are essential. This position offers the chance to work in a dynamic environment with opportunities for growth.

Qualifications

• Minimum 2 years’ experience in manufacturing or related experience in Electronics/semiconductor.
• Able to handle customer inquiries and categorize information for customer profiles.
• Customer service or sales experience preferably in electronics manufacturing.

Responsibilities

• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships through open communication.
• Provide accurate information using the right methods/tools.
• Handle complaints and provide appropriate solutions.
• Meet personal and team sales targets and quotas.
• Monitor SEO and user engagement to suggest content optimization.
• Support sales and marketing team in events and collateral preparation.

Skills

Customer service experience

CRM software knowledge

Data analysis

Communication skills

Problem-solving

Education

Diploma / Degree in Marketing, Business Administration or Engineering

Tools

Excel (pivot tables)

CRM Systems

Production Planning system

Job description

Job Objective/s

• To provide high quality customer‑focused service using in‑depth knowledge of products and processes resulting in enhanced customer retention.
• A highly resourceful customer service professional. Willing and able to adapt effectively to a constantly changing environment. Collaborate with other departments to ensure customer goods are delivered on‑time.
• A creative problem‑solver who is energized by dealing with a variety of challenges in a fast‑paced environment with in‑depth computer knowledge and competency in a wide range of CRM software. Must be able to understand and interpret website analytics, and present timely updates and improvement suggestions to our social media.
• Able to swiftly and accurately collect relevant data to determine solutions to customer issues.

Duties and Responsibilities

• Identify and assess customers’ needs to achieve satisfaction, must possess self‑directed research ability to customer backgrounds.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/customer service team sales targets and call handling quotas.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures to customers, follow ups, guidelines and policies.
• Take the extra mile to engage customers, has good people skills.
• Some Quality Assurance experience is an added advantage.
• Proven customer support experience or experience as a client service representative.
• Familiar with CRM Systems, Production Planning system, ERP/MRP is a plus asset, can give improvement recommendations, and understand the basic logic and flow of the CRM.
• Must have experience with Excel in pivot table generation, data analysis and presentation of data.
• Customer orientated and ability to adapt/respond to different types of customer personalities.
• Must be articulate and collaborate with international customer base.
• Costing capability some accounting background is an asset.
• Excellent English communication and presentation skills.
• Ability to multi‑task, prioritise, and manage time effectively.
• Manage and drive our Web strategy that will enhance the customer’s buying journey – from easily identifying the right product, to placing an order on‑line and payment via a recommended e‑commerce platform. Monitor SEO and user engagement and suggest content optimization.
• Work with the Sales & Marketing team to help prepare key collaterals (e.g. application notes, YouTube instructional videos etc), and launch them online.>
• Support the sales and marketing team in preparing for key marketing events & trade shows, own the design & printing of marketing brochures as well as with the booth designs and any other collaterals needed for such events.
• Help the sales & marketing team compile key customer feedback and help work out the recommended changes needed, if any, to help improve customer satisfaction.
• Prepare and execute timely press releases. Cultivate and keep a list of media relationships both local and overseas.
• Stay up to date with the latest social media best practices and technologies, and implement these best practices in DenseLight.
• Willing to travel when required.
• All other reasonable duties, as assigned.

Qualification Guidelines

• Diploma / Degree in Marketing, Business Administration or Engineering.
• Minimum 2 years’ manufacturing or related experience in Electronics/semiconductor.
• Customer service / Sales experience preferably in electronics manufacturing.
• Able to handle customer inquiry and can categorize, rationalize information for customer profiles, and customer business acumen.