Technical Support Specialist

3 weeks ago

Singapore SENNHEISER ELECTRONIC ASIA PTE LTD Full time
Roles & Responsibilities

Sound made by Sennheiser - For more than 75 years, we are among the world's leading manufacturers of audio products, building the future of audio. We are proud of our finely engineered microphones and audio solutions that connect people and create remarkable sound experiences - whether in the studio, conference room, or on stage.

For us, the audio industry is one of the most exciting to work in. In our global family business, you can expect not only a unique team where we trust, value and support each other, but also the opportunity to make your own significant contribution to our collective progress.

Sounds good? Join us as:

Technical Support Specialist

Your tasks

  • Develop maximum sales potential out of assigned customers through good customer service techniques, basic knowledge of the company's products and services.
  • Apply knowledge of company products/services to efficiently process customer information and respond to inquiries, concerns, and complaints in a diplomatic manner.
  • Ensure orders are entered and moved through the system to shipping accurately and promptly.
  • Apply correct prices and discounts after seeking or receiving proper approvals.
  • Assist end users with our suite of self-help tools (E.g. FAQ, How-to-guides, webshop, repair portal) and contribute to constructing self-help content.
  • Provide post-sales support such as basic technical support (level 1/2) and web sales order placement support
  • Support global key accounts and accounts with special requirements.
  • Increase sales by upselling or cross selling where appropriate.
  • Remain current on product information and product updates through available resources.
  • Analyze customer accounts and promptly make corrections and/or modifications to files.
  • Maintain updated, organized files on all assigned customers to include sales orders.
  • Contact customers to obtain missing information or data to ensure an accurate customer database.
  • Provide customer service, complaint handling and repair service customer support.
  • Train new Customer Service Representatives as requested.
  • Escalation from self-service tools (FAQ, How to guides).
  • Contribute to self-help content.
  • Web sales order placement support.
  • Work closely with APAC Customer Service team to resolve customer's complaint (including through platform approved/provided by company) in a timely and satisfactory manner.
  • Support with achievement of relevant KPI targets.
  • Assist end users with our suite of self-help tools (Repair portal, web shop).
  • Remain current on product information and product updates through available resources.
  • Carry out and/or coordinate coverage for APAC team members whenever is required.

Your profile

  • Minimum Diploma/Degree in Business/Electronic Engineering or relevant academic field
  • Minimum 1 year of customer service or order handling experience
  • Fluent in English, strong PC Skills in MS Office and JD Edwards software is added advantage
  • Strong customer service attitude; able to handle difficult customers with diplomacy and tact
  • Excellent communication (oral and written) skills, and excellent phone skills and accurate data entry skills
  • Excellent interpersonal skills and teamwork and good organizational skills with excellent follow-through and problem-solving skills
  • Prior experience with Logistics and export documentatio

Your benefits

  • Environment: Join our international family business where you'll experience a modern, exciting work environment, and "a culture where we value people and attitude as our most important assets".
  • Work-life balance: Sennheiser offers flexible working arrangements to allow you balance between work and home life.
  • Tasks: International team collaboration and interesting projects that define the future of audio.
  • Remuneration: An attractive remuneration package to reflect the value we place in your expertise.
  • Learning: Continuous learning opportunities throughout your career with Sennheiser.
  • Discounts: Staff discounts on Sennheiser products.
  • Mind and Body: Access to a 24/7 EAP and Wellbeing program.
  • Feedback: A workplace where your insights are valued and you are encouraged to speak up. Tell us what we are doing well and what we can improve.

Concert, lecture, music streaming, film, meeting, sound recording in the studio - the audio world is colorful and diverse. And so are we at Sennheiser We therefore welcome all applications - regardless of gender, nationality, orientation, ethnic and social origin, religion, disability and age.

Do you want to join the team? Apply Now.

Tell employers what skills you have

Team Collaboration
Upselling
Troubleshooting
Technical Assistance
Customer Support
Customer Information
Customer Service Representatives
Information Technology
JD Edwards
Cross Selling
Written Skills
Accurate Data Entry
Windows
Communication Skills
Film
Wellbeing
Diplomacy
Customer Service
Technical Support
Web Sales

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