Customer Service Operations Associate (Mandarin Speaker) at Keysight Technologies - Hong Kong

George Town, Penang, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

07 Jun, 26

Salary

0.0

Posted On

09 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Mandarin, English, Customer Service, Quote To Cash, Agreement Quote Generation, Order Processing, Billing, Export Licensing, Data Integrity, Problem Resolution, Escalation Management, Continuous Improvement, System Application Knowledge, IT Knowledge

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Overview Keysight is at 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 6-month contract position. Responsibilities Provide customer service and own activities related to quote to cash process which include agreement quote generation, agreement activation/ renewal and billing. Analyze and respond to customer's request for quotation in a timely and accurate fashion, comply fully to Keysight policies and procedures, also export licensing rules. Process PO and change order requests – perform order acceptance, activate and administer agreement according to policy and standards. Send customer order acknowledgements and updates. Trigger accurate customer billings timely per contract terms and in accordance with defined policy including e-invoicing and portal. Interact with Field, Business, Legal, Tax, Collections and Revenue team to review and accept agreement with negotiated terms and conditions. Responsible for maintaining completeness and integrity of agreement data in system to ensure correct entitlement, quota assignment and revenue recognition. File related quote and order documentation adhering to document retention guidelines. Point of contact for Field/KGSO/FC and other internal contacts for agreement information, updates/ changes and to problem resolution. Foster a good working relationship and communicate timely with cross functional partners, demonstrating ownership of required actions. Consult with internal resources as needed to effectively support customer inquiries. Proactively resolve customer issues/ internal escalations. Use F9 templates to communicate with external customer. If voice interaction/customized communication with the customer is needed, engage Field/FC/POC. Apply knowledge gained and select the appropriate methods and processes to work on each assignment which are broad and complex in nature. Understand key processes in SA 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 within Service Level Agreement with the upmost integrity is expected. Qualifications Bachelor Degree or University Degree or equivalent. No prior customer service experience required. Communication and written skills in Mandarin and English to support Greater China 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 Understanding of Keysight organization, processes and deliverables. Basic knowledge of Keysight products, solution and Market Solid System Application knowledge Basic IT /technology knowledge. Careers Privacy Statement***Keysight is an Equal Opportunity Employer.***

Responsibilities

This role involves providing customer service and managing quote-to-cash activities, including generating quotes, processing orders, managing agreements, and ensuring timely and accurate customer billing according to policies and export rules. The associate will also interact with various internal teams to review terms, maintain data integrity, and act as a point of contact for agreement information and issue resolution.