Job Description

Position: Korean Speaking Customer Operational Specialist (After sales service) Company : US multinational (Biotechnology & Life Science) Work location: Yishun Primary Responsibilities: - Manage Position: Korean Speaking Customer Operational Specialist (After sales service) Company : US multinational (Biotechnology & Life Science) Work location: Yishun 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 company'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 company to achieve goals as needed. Key Deliverables: . 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 company'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 Qualifications / Skills: Degree/diploma holder or equivalenet education qualifications and experience in customer service operations. Excellent communication skills, both written and verbal in English and Korean (and country specific as required) Proficiency in MS Office - Word, Excel, PowerPoint Knowledge in SAP or similar ERP system is preferred but not mandatory