Customer Service Executive (Calibration Services)

Primary responsibilities:

• Deliver and maintain high-quality customer service.
• Attend to client’s enquiry and provide quotations.

Specific responsibilities:

• Provide quotation to clients.
• Promote and sell service
• P.O. follow-up and update to Job System (if applicable)
• D.O. issuance (if applicable)
• Attend to clients’ enquiry/request, e.g. phone-in or email clients.
• Maintain clients’ database.
• Recall equipment from clients and follow up (if applicable)
• Equipment scheduling for delivery, collection, sub-con and on-site calibration schedule (if applicable)
• Draw prospect list and forward it to Business manager / Sales to follow up on the leads
• Ask for more business while interacting with customers
• Follow-up on outstanding payment from clients
• Constantly strive to deliver outstanding services
• Listen to and anticipate the client’s needs and pains to offer the most suitable solution
• Always act in a friendly and reliable manner
• Act upon client feedback
• Manage timely trouble shooting and assist customers as necessary
• Ensure availability to customers
• Build and foster collaboration with internal teams involved in service delivery
• Identify, act upon and follow up client reported issues and inform the sales, operations and KAM teams as appropriate
• Constantly listen to the voice of the market
• Proactively keep in touch with the client base to strengthen relationships and ensure retention
• Exceed regular service level and provide extra-mile support
• Be abreast of SGS new products and services and propose them to customers as appropriate
• Go beyond clients' core business to identify new opportunities
• Act upon or forward business opportunities beyond sphere of influence to the sales team
• Promote a positive image of SGS
• At all times, adopt a safe behavior by exercising due regard for the health and safety of SGS employees and clients, in line with SGS policies and procedures
• At all times, comply with SGS Code of Integrity and Professional Conduct
• Assist in the retention of key existing customers.
• Perform any other responsibilities as assigned by the Management.
• Operate to the highest standards of ethics, in accordance with the SGS Statement of Integrity
• Any other duties as assigned

Requirements:

• Diploma in Business, Engineering or equivalent field.
• At least one year of business related or sales experience.
• Well-versed in office skill tools.
• Must be a team player with a customer service oriented mindset.
• Able to work independently with minimum supervision.
• Able to interact well with peers, management and clients.
• Ensure information are correct between system and equipment.
• Good communication, negotiation and interpersonal skills
• Acts quickly and responsively
• Works well under pressure in a fast-paced environment.
• Fluent in English and local language
• Applies judgment and acts according to the SGS Standards of Ethics & Integrity.