Job Description

Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek - so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com.
Primary Responsibilities:

• Manage customer’s queries with care via telephony system and email, understand customer needs and take ownership for customer satisfaction.
• Perform relevant document checks ensuring alignment with Agilent’s policies, processes and legal requirements
• Ensure prompt and accurate activation, renewal and billings to customer per contract terms
• Coordinate and responsible for end to end service contracts management, which includes quotation creation, contracts activations and invoice management.
• Modifies quotations according to terms agreed under deals when deemed necessary.
• Works closely with other business partners to support change requests, with proactive communication to customers and provide problem resolutions
• Maintains completeness and integrity of service contract data in the CRM system
• Responsible for customer’s journey and manage sensitive issues with poise and professionalism, escalate when necessary
• Timely archival of order packages in CRM system
• Provide support in business projects related to process improvement, customer experience, etc.
• Performing on miscellaneous duties and projects as assigned.
• Opportunities to be engaged in global and regional initiatives and projects, collaborating with other cross functional teams within Agilent to achieve goals as needed

• Effective customer account management and deliver an exceptional customer experience
• Timely response to internal and external customers’ enquiries and emails
• Accurate and timely processing of service contracts within turnaround time
• Ensure prompt and accurate activation, renewal and billings to customer per contract terms
• Close follow-up of outstanding issue with proactive communication to customers
• Compliant to Agilent’s policies processes and legal requirements
• Perform control related reporting
• Keeping customers informed about order/service status.
• Resolve various requirements and meet customers satisfaction in an effective way.
• Consistent contribution to achieve department key performance indicators.
• Maintain amicable work atmosphere by communicating and acting in a collaborative manner with stakeholders to resolve customer issues and deliver trusted answers.

• Bachelors or Master or University Degree, or a combination of educations and equivalent experience in customer service operations.
• Excellent communication skills, both written and verbal in English (and country specific as required)
• Proficiency in MS Office – Word, Excel, PowerPoint
• Knowledge in SAP or similar ERP system is preferred but not mandatory
• The ability to work in a fast-paced, culturally diverse environment, and prioritize among competing tasks
• Equipped with business acumen preferred, with customer centric mindset
• Goal oriented and self-driven who can focus and motivate others to meet business objectives
• Ability to handle multiple projects and still maintain daily responsibilities.
• Good team player who can cooperate cohesively within the team and with cross functional teams
• Fast and meticulous attention to details worker who can handle orders accurately and efficiently.
• Proactive and independent problem solver who can make sound decisions and manage escalation effectively.
• Comfortable with technology and IT tools, with keen eye to digitalize work processes
• Employing a proactive approach, a curiosity to learn, and the ability to take initiative and ownership.
• Ability to work extended shift on when necessary, especially on the last few business days of the month.
• Required Korean language expertise : Able to read, write and converse in Korean