Customer Service Assistant

3週間前

Tokyo Mouser Electronics

JOB DESCRIPTION

Title : Customer Service Assistant

Location : International

The Customer Service Assistant is responsible for supporting department objectives by entering and retrieving data through custom or other software to provide optimal customer experience, and supporting customer service initiatives.

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

  • Performs data entry accurately and efficiently using various computer programs, word processing, spreadsheet, or database commands; formats material as required.
  • Proofs material entered and generates data reports as required; reviews discrepancies in data received, requests clarification or advises supervisor of issues related to data, to verify customer requests are processed correctly.
  • Files, keeps records, and prepares/transmits/sorts/distributes faxes, mail, e-mail, and reports as needed.
  • 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 goals
  • 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 Assistant 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 Assistant II

    Requirements

  • 2+ years customer service or customer service support experience required. For internal candidates, experience can be a combination of internal and external experience.  Internal Candidates: Successful completion of Customer Service Assistant I Development Plan. o Consistently meets or exceeds Customer Service Assistant II performance metric requirements.Overall Effective Performance as Customer Service Assistant I.Takes initiative to expand knowledge for position utilizing all available sources.
  • External Candidates: Exhibits competencies and experience to perform at level II.

    • Customer Service Assistant III

    Requirements

  • 4+ years customer service or customer service support experience required. For internal candidates, experience can be a combination of internal and external experience.
  • Internal Candidates: Successful completion of Customer Service Assistant II Development Plan. o Consistently meets or exceeds Customer Service Assistant III performance metric requirements.Overall Highly Effective Performance as Customer Service Assistant II. o Proven ability to work independently.Successful collaboration with others to ensure service excellence requirements are met.
  • External Candidates: Exhibits competencies and experience to perform at level III.

    • Senior Customer Service Assistant

  • Successfully performs all Customer Service Assistant 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 Customer Service Assistant training needs when necessary.  Ensures workflow is maintained if coordinator and management are not available  Team subject matter expert.

    • Requirements

  • 6+ years customer service or customer service support experience required.
  • Internal candidates: Experience can be a combination of internal and external experience. o Minimum Highly Effective performance in current role. o Successful completion of Customer Service Assistant III Development Plan.Consistently meets or exceeds Senior Customer Service Assistant performance metric requirements.

    • Approved: 09/01/2021

    This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at anytime at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably

    Category:Sales/CustomerService

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