Customer Service Representative

Customer Service Representative

Main locations:

Singapore, SG

Job Type: Full-time

Offer number: 4916

EXFO develops smarter test, monitoring and analytics solutions for the global communications industry. We are trusted advisers to fixed and mobile network operators, hyper-scalers and leaders in the manufacturing, development and research sector. They count on us to deliver superior visibility and insights into network performance, service reliability and user experience. Building on over 35 years of innovation, EXFO’s unique blend of equipment, software and services enable faster, more confident transformations related to 5G, cloud-native and fiber optic networks.

Since our beginnings in 1985, diversity has been one of EXFO's core values, fostering an inclusive corporate culture. We welcome people with a wide range of skills and experience into a culture that values innovative ideas, teamwork, and a customer- and market-focused approach. We seek the active contribution of everyone, with respect for the individual, the environment and the community. This is how we fulfill our purpose: to ensure the connected world meets the highest expectations, to bring together people, communities and businesses.

Based in EXFO Singapore, as part of our Customer Service group, the primary task of the Customer Service Representative is to ensure a liaison between the internal/external customers and the APAC-market, also be required to work in close collaboration with the sales force, participate in maintaining excellent customer service.

More specifically, your duties will consist of the following tasks:

1. Processing customer orders in our SAP system. Ensuring appropriate follow-up and updates of these orders with customers.
2. Working with service center, works independently on RMA/service quotation and RMA issue.
3. Coordinating activities and internal follow-up with other department involved in the order processing, i.e. RMA, Sales, Planning, Credit or Logistics based in Canada and/or in other countries.
4. Responding to customer enquiries and requests rapidly and in a professional manner.
5. Coordinating the demo requests for the sales force and customers. To ensure the quality of shipments by following up on the demo transfer and logistics records.
6. Managing customer complaints. Participating in the continuous improvement of our customer service quality.

You will also be required to perform any other task related to this position.

Requirements

1. Extremely customer-oriented
2. Action- and results-driven
3. Good analytical skills and judgment
4. Highly responsible and courteous
5. Self-sufficient and ability to multitask
6. Positive attitude, enthusiastic and self-motivated
7. Technical background in Optics, Telecom or Electronics
8. Knowledge of customer service in a fast-paced environment
9. Proficiency in Microsoft Office applications
10. Knowledge of SAP and other similar tools (asset)
11. Good written and spoken English and Mandarin

Other competencies

Education: University degree in an appropriate field or equivalency

Pertinent experience: At least 2 years’ experience in a customer service or sales position in an industrial and international environment.

Language requirements: Very good written and spoken English.

Any other combination of experience/studies will be considered. Thanks for your interest in EXFO.

EXFO is an equal opportunity employer

Diversity is an asset that has made EXFO strong since its inception because it enriches us. For more information about diversity and inclusion at EXFO, read our DEI Statement.