Customer Support Specialist (Contract) - Leading Industry Pay

JOB PURPOSE AND IMPACT

The Customer Support Specialist will play an essential role in the customer service organization to execute data processing, data management and data protection related activities across multiple platforms for SEA countries. 

The Customer Support Specialist will embrace a Customer 1st mindset to execute the processing of complex contracts, orders from customers, generating accurate customer invoices and shipment documentation for products coming in and moving out of SEA region.

KEY ACCOUNTABILITIES

• Manage customer support activities on the accuracy and consistency of complex customer and contracts, orders, invoices and shipment documentation with differentiated service level agreements which follows our customer segmentation strategy, ensuring effective cross-functional collaboration across the customer experience and customer operation teams, as well as other functions – global trade compliance operations, finance and etc.
• Analyze and interpret reports and metrics and work closely with the cross-functional team to conduct root cause analysis and provide clarification to find resolutions.
• Work with Customer Support Team Lead to lead the preparation and reporting of internal and external joint customer scorecards, executing business controls to maintain data hygiene, ensuring high levels of confidentiality and data security standards.
• Collaborate with customer experience insights and analytics team to provide ideas on the resolution to turn customer issues of the highest complexity, feedback and pain points into meaningful solutions and outcomes.
• Proactively identify opportunities to drive change and continuous improvement throughout the customer support team by eliminating waste, streamlining and standardizing processes.
• Support the generation of order related documents using knowledge of local legislation, local documentation and basic understanding of local regulations and languages in which customer conducts business operations.
• Coach and mentor less experienced members of the team and has a mindset of continuous career development through learning, job scope evolving and career progression.
• Other duties as assigned.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in a related field or equivalent experience
• Minimum of two years of related work experience
• Other minimum qualifications may apply.

PREFERRED QUALIFICATIONS

• Two years’ experience in a customer service or data processing organization, in a fast-paced environment. 
• Knowledge of international trade regulations, export compliance and export documentation will be and added advantage.
• Self-disciplined, diligent, proactive and detail oriented impacting time management and organizational skills.
• Ability to maintain high levels of confidentiality and data security standards, working under pressure to adhere to service level agreements.
• Willing to accept 12 months contract employment term