Overview:
Our award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.
Responsibilities:
Keysight is on the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do.
Our award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.
This role would be a contract position with possibility of conversion upon management discretion.
Responsibilities:
- Provide customer service and own activities related to quote to cash process (quotes, orders, invoicing) which include order entry and scrubbing, manage all order processing from the system/ transaction perspectives.
- Send customer order acknowledgements and updates.
- Follow policies and procedures to accomplish quote generation and call logging within Service Level Agreement.
- Effectively manage service order review and closure.
- Trigger customer billings timely and in accordance with defined policy and terms including e-invoicing and portal.
- Thoroughly perform error correction to clear stuck orders.
- File related quote and order documentation adhering to document retention guidelines.
- Point of contact for Service Delivery/FC/Field and other internal contacts for information, updates and to resolve issues.
- Foster a good working relationship and communicate timely with cross functional partners, demonstrating ownership of required actions.
- Use F9 templates to communicate with external customer. If voice interaction/customized communication with the customer is needed, engage
- Apply knowledge gained and select the appropriate methods and processes to work on each assignment which are broad and complex in nature.
- Consult with internal resources as needed to support customer inquiries. Proactively resolve customer issues/ internal escalations.
- Understand key processes in SOM areas; contribute to Continuous Improvement (CI) executions and improvement suggestions in regards to streamlining processes or improving productivity/ customer experience.
- Consistent delivery of quality services with the upmost integrity is expected.
- Bachelor Degree or University Degree or equivalent. No prior customer service experience required.
- Ability to communicate and write in English and Mandarin to serve the Greater China market.
- Capability to handle multiple tasks and responsibilities.
- Ability to work in a fast-paced environment
- Usage of standard approaches to simple problem resolution
- Basic escalation management skills
- Basic understanding of Keysight organization, processes and deliverables.
- Solid Microsoft System Application knowledge
- Basic IT /technology knowledge
Careers Privacy Statement***Keysight is an Equal Opportunity Employer.***
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