Customer Service Representative

As a Customer Service Representative , your mission is to perform complete analysis on SMARTLINK Data and improve the business process flow. Support and assists in administration process to ease the sales process flow. To proactively perform data analyzing for Contract Customer focusing on EW, TC & TR to increase Net Promoter score response to make sure the customer feedback is received and improved. To perform proactive sales support and coordination function for Compressor Technique Service (CTS) business line. 

Main Responsibilities: 

SMARTLINK
i.    Identify machines which has not been installed with upload devices and liaise with operation to perform installation and ensure disconnected machines are at minimal amount.
ii.    Liaise with technical team on connectivity issues on Smartlink portal
iii.    Identify stock availability for SMARTBOX and liaise with Nancy on advanced ordering 
iv.    Giving support on machine connectivity status, license subscriptions, group notification, login issues, etc.
v.    Ensuring all customer accounts are with active users both internal and external. Sending out invitation for portal registration and follow up on user access
vi.    Compile and update presentation materials for internal and external Smartlink users and encourage user to use the Smartlink app
vii.    Provide necessary introduction or training to internal and external users.
viii.    Submit monthly report on machine connectivity to management.
ix.    Share regular updates from product company to internal users when necessary

Leads Marketing Dispatcher
i.    To perform role of Market dispatcher by assigning incoming leads to respective SSE in reference to customer assignment file & C4C details 
ii.    Monitoring lead status from all 3 sources, reminding sales owner to attend to open leads
iii.    Raise MQ ticket/ reach out to respective automated Leads PIC on ambiguity of incoming automated leads
iv.    Identify duplicated leads and filter out before assigning to SSE. 
v.    Fill in FSE creation form as and when required.

Net Promoter Score (NPS)
i.    Monitor no response surveys. Approach customer via phone call to give feedback. Resend survey if necessary.
ii.    Submit monthly report to both Sales and Operation on NPS results
iii.    Sending out acknowledgement email to respondents & setting up meeting appointment with detractor respondents and management team
iv.    Liaise with SSE to identify correct customer PIC and contact information to perform the survey
v.    Monitor invalid email and bounce back. Liaising with master BKU to make necessary changes in SAP.
vi.    Handle all Contract customers on monthly feedback and response. Arrange for meeting with BLM/GM if required 
vii.    Prepare proactive approach for renewals of existing service plans 

Install Base Management
i.    Utilize Power BI local MYS Installed base to manage all 1-1 in accordance to current data
ii.    Work closely with ASE/SM/BLM to maintain a clean Install base data by weekly monitoring and date input is done
iii.    Achieve given KPI for Install base and service contract ratio 

To succeed, you will need

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

You have Minimum 1 year of sales experience in industrial environment.

• Experience with technical service/ data analytical / after-market sales would be an advantage

Knowledge:

• Computer literate.
• Service sales handling
• Customer Relationship / Retention skill
• Microsoft Office proficiency
• Sales Presentation Skill
• Product knowledge
• Proven track record of profitable sales results
• Microsoft Office utilization skills

Educational Requirements
    • Degree / Certificate in Business Administration / Marketing/Management 

Personality Requirements

• Strong customer focused and deeply determined
• Result oriented with a clear focus on the given targets
• Analytical person with innovative problem-solving ability
• Excellent interpersonal skills
• Must be able to work independently and as a team player