Customer Service Representative

4 weeks ago

Ho Chi Minh City, Vietnam Mouser Electronics Full time

**JOB DESCRIPTION**

Title: Customer Service Representative

Location: International

The Customer Service Representative is responsible for providing service excellence to customers by processing orders, quotes and assisting with all other customer needs, to provide optimal customer experience, and supporting customer service initiatives.

**ACCOUNTABILITIES & ESSENTIAL FUNCTIONS**
- Provides optimal customer experience, exhibiting Mouser values to each customer.
- Accurately processes various types of customer requests, including but not limited to orders, special handling, quotes, returns, catalogs, samples, product information, and information regarding Mouser services.
- Determines customer expectations and provides options to meet their needs.
- Generates new and repeat business through customer service initiatives and offering associated products and promotional items.
- Follows up with customers to ensure on going customer satisfaction.
- Promotes and maintains high standards of quality and service excellence
- Processes work in a timely manner and meets daily productivity objectives; displays a sense of urgency while achieving quality and productivity goalsResearches and expedites customer requests.
- Monitors and ensures delivery date and product quality to meet customer requirements.
- Provides price and delivery quotes to customer within company specified deadlines.
- Understands and is able to correctly work with multiple currencies and other requirements with regard to processing international orders.
- Effective time management and planning/organizing skills.
- Self-motivated and results oriented.
- Effective interaction with individuals and groups both inside and outside of the organization and works effectively as a team contributor on all assignments.
- Maintains a high level of commitment to achieve goals.
- Effective performance independently or as part of a team.
- Strong analytical, problem solving and negotiation skills, and analyzes the impact of decisions before execution.
- Supports local Customer Service teams, and provides support for other teams when needed.
- Provides Chat support as required, local language plus other required languages.
- Regular attendance at work is an essential part of the job.
- Adapts to changing situations and restructures tasks and priorities as changes occur within the business and organization.
- Works well under the pressure of deadlines.
- Supports and participates in the company's total quality and customer service expectations.
- Trustworthy and maintains confidentiality.
- Other duties as assigned.

**SKILLS & CERTIFICATIONS**
- Professional verbal and written communication in local language (minimum), including in a telephone environment. Additional languages may be required.
- Fluent reading and writing in English.
- Ability to type data for long periods of time.
- Proficient typing and math.
- PC experience in a Microsoft Windows environment, proficient with internet, Microsoft Word, Excel, Outlook, and other software.
- Ability to use, read, and interpret spreadsheets, printed reports, and a dual terminal screen.
- Able and willing to use our telephone headsets.
- Neat and legible handwriting.

**JOB LEVELS**

Customer Service Representative I
- Exhibits the desire to provide excellent service, carry out correspondences in a professional and courteous manner, and interact directly with customers as needed.
- Exhibits desire and ability to advance

Customer Service Representative II

**Requirements**:

- Successful completion of Customer Service Representative I Development Plan.
- Consistently meets or exceeds Customer Service Representative II performance metric requirements.
- Overall Effective Performance as Customer Service Representative I.
- Takes initiative to expand knowledge for position utilizing all available sources.
- Exhibits competencies and experience to perform at level II.

Customer Service Representative III

**Requirements**:

- Successful completion of Customer Service Representative II Development Plan.
- Consistently meets or exceeds Customer Service Representative III performance metric requirements.
- Overall Highly Effective Performance as Customer Service Representative II. o Proven ability to work independently.
- Successful collaboration with others to ensure service excellence requirements are met.
- Exhibits competencies and experience to perform at level III.

Senior Customer Service Representative
- Successfully performs all Customer Service duties.
- Actively supports the team by providing assistance for complex or uncommon requests and best practices.
- Liaison with other teams for assistance when needed for ensuring service excellence.
- Supports local CS training needs when necessary.

**Requirements**:

- 6+ years customer service experience required.
- Experience can be a combination of internal and external experience. o Minimum Highly Effective performance in current role. o Successful completion of C

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