Customer Support Administrator

Role Details : Temp Part-Time Business, Location: Service Delivery, South East Asia Role: Customer Support Administrator Primary Purpose: Support Customer Service Activities, South East Asia. Key Responsibilities Supports SEA Customer Support Administration activities across all Business Units. Shipment Logistics RMA, loan detector shipment, temp export/import permit application, CS orders shipment and monitor till shipment reach to consignee. Coordinate and arrange RMA, loaner export/import shipments, including the application for temporary export/import permits Coordinate customer import shipments (upgrades, spares etc.) by providing shipping invoices and packing slips for customer confirmation and seek for shipping instructions for FCA terms. RMA tracking (on status from exporting till repair completion and importing to consignee) SAP Sales & Service Cloud/FSM To create and maintenance SAP opportunities, ensuring the data is accurate and up to date. To monitor and closing of SAP opportunities once order is received/completed or overdue on timely basis To follow up on open quotes for Upgrades, Billables and Service Contracts orders periodically To update the tracking and financial records for all Billables and Service Contracts orders To coordinate with the relevant departments for Supplier & Customer Account registrations, Compliance requirements and NDAs Undertake any other tasks or responsibilities in line with the scope and level of responsibility of the role, which might reasonably be required SAP service tickets creation, FSM scheduling. Maintaining Engineers Timesheet. Indicative Performance Measures Customer satisfaction Levels Smooth operations of SAP Service Cloud and FSM system Monitor and ensure RMAs and logistics are well tracked Monitor and ensure Service Engineers schedules are well scheduled. Person Specification – Essential requirements unless stated Education / Qualifications: 5 years’ experience in customer service Relevant working experience in the instrument industry. Professional Skills/ Abilities: excellent communication and listening skill Friendly, patient affinity, strong sense of customer service Experience and ability for working in a bilingual working environment Personal Qualities: Ownership and proactive Self-motivated and able to work independently Well Planning & Delivery of Results Continuous learning and improvement