Provides 24 / 7 and outstanding customer care experience as Emerson’s frontline representative. This role is primarily responsible in handling customer contact inquiries and provide appropriate resolution, through the customer’s preferred and available communication channels.
This role is vital in shaping customer’s first impression on Emerson, as one company; its mission and core values. This role is the voice of the customer and face of Emerson to ensure improving customer experience, and make Emerson, easy to do business with.
Duty 1 : Customer Transaction Management
Responds, logs, and monitors customer chats, calls and e-mails in our business systems
Validates customer information and product inquiries, including its levels, classification and tiering
Routes inquiries to correct contact or allocates Requests / Tasks / Emails to appropriate support
Logs / Records inquiries and new customers in the system, including records updating like request for address book set-up
Handles online store support from collecting and verifying customer information, recording / registering them, walking them through using the store and submitting request to the appropriate group (ITSS, CVDH etc.)
Duty 2 : Operations Support Continuous Improvement and Innovation
Participates in projects related to process and quality improvement by hearing the voice of the customers (VOC) in their day-to-day interaction.
Any 4-year course (Business / Management-related an advantage)
Job Related Experience :
No experience required
Specific Knowledge :
Basic MS Office Application
Basic Analysis on customer data (an advantage)
Above average communication skills (oral and written)