Customer Operational Specialist

**Primary Responsibilities**:

- Perform relevant document checks ensuring alignment with Agilent’s policies, processes and legal requirements
- Ensure prompt and accurate activation, renewal and billings to customer per contract terms
- Coordinate and responsible for end to end service contracts management, which includes quotation creation, contracts activations and invoice management.
- Modifies quotations according to terms agreed under deals when deemed necessary.
- Works closely with other business partners to support change requests, with proactive communication to customers and provide problem resolutions
- Maintains completeness and integrity of service contract data in the CRM system
- Responsible for customer’s journey and manage sensitive issues with poise and professionalism, escalate when necessary
- Timely archival of order packages in CRM system
- Provide support in business projects related to process improvement, customer experience, etc.
- Performing on miscellaneous duties and projects as assigned.
- Opportunities to be engaged in global and regional initiatives and projects, collaborating with other cross functional teams within Agilent to achieve goals as needed

**Key Deliverables**:

- Effective customer account management and deliver an exceptional customer experience
- Accurate and timely processing of service contracts within turnaround time
- Ensure prompt and accurate activation, renewal and billings to customer per contract terms
- Close follow-up of outstanding issue with proactive communication to customers
- Compliant to Agilent’s policies processes and legal requirements
- Perform control related reporting
- Keeping customers informed about order/service status.
- Resolve various requirements and meet customers satisfaction in an effective way.
- Consistent contribution to achieve department key performance indicators
- Maintain amicable work atmosphere by communicating and acting in a collaborative manner with stakeholders to resolve customer issues and deliver trusted answers

**Qualifications**:

- Required Korean language expertise : Able to read, write and converse in Korean
- Bachelors or Master or University Degree, or a combination of educations and equivalent experience in customer service operations.
- Excellent communication skills, both written and verbal in English (and country specific as required)
- Proficiency in MS Office - Word, Excel, PowerPoint
- Knowledge in SAP or similar ERP system is preferred but not mandatory
- The ability to work in a fast-paced, culturally diverse environment, and prioritize among competing tasks
- Equipped with business acumen preferred, with customer centric mindset
- Goal oriented and self-driven who can focus and motivate others to meet business objectives
- Ability to handle multiple projects and still maintain daily responsibilities.
- Good team player who can cooperate cohesively within the team and with cross functional teams
- Fast and meticulous attention to details worker who can handle orders accurately and efficiently.
- Proactive and independent problem solver who can make sound decisions and manage escalation effectively.
- Comfortable with technology and IT tools, with keen eye to digitalize work processes
- Employing a proactive approach, a curiosity to learn, and the ability to take initiative and ownership.
- Ability to work extended shift on when necessary, especially on the last few business days of the month.

**Job Types**: Full-time, Permanent

**Salary**: $4,000.00 - $6,000.00 per month

**Benefits**:

- Additional leave
- Dental insurance
- Employee assistance programme
- Flexible schedule
- Health insurance
- Parental leave
- Professional development

Schedule:

- Day shift

Supplemental pay types:

- 13th month salary
- Overtime pay
- Performance bonus
- Yearly bonus

**Experience**:

- reading, speaking, and conversing in Korean: 1 year (preferred)
- customer service operations: 1 year (preferred)
- order fulfillment: 1 year (preferred)
- Health insurance