Mô tả công việc
Owning and progressing cases through to resolution by utilising available resources and expanding own knowledge
Escalating a case in good time
Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines
Communicating cooperatively with team members, other departments and management to deliver timely resolution of customer issues
Documenting solutions and producing written guidance on resolution steps and procedures
Being passionate and pro-active in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset and working closely with management to increase the level of personal skills and competence
Self-Motivation & initiative to aid your investigation process and career development
Effectively coaching and mentoring colleagues in order to expedite case resolution and enhance the level of knowledge within support
Ensuring root cause analysis is carried out where necessary
Identify training gaps in our knowledge media and recommend areas for improvement
Actively contribute to case reduction initiatives
Yêu cầu
Ability to efficiently plan and prioritise workload to meet deadlines
Expertise or knowledge relating to a specified Keyloop product / module
Investigation, analytical, problem solving and trouble shooting skills
Excellent communication skills, including telephone, virtual methods, written, and verbal skills in local language and English
Able to articulate simply complex problems or issues
Knowledge and understanding of customer expectations
Ability to influence and overcome objections
Ability to interact with multiple levels of Keyloop customers and associates
Experience of working with customers
ERP Application support
Experience of supporting customers to a high level of performance, productivity and customer satisfaction
Korean and Chinese speaking
Quyền lợi
Collaborate and learn from industry experts
Work with game-changing products and services
Inclusive work environment
Performance-based pay and benefits
Career development opportunities
Equal opportunity employer
AI tools to boost creativity and productivity
Thông tin khác
Nice to have
Understanding of the automotive industry and specialism in one business area
Thông tin chung
Nơi làm việc
- Vietnam, Ho Chi Minh City