Customer Service Operations Representative at Keysight Technologies - Hong Kong

George Town, Penang, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

27 Sep, 26

Salary

0.0

Posted On

29 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Quote To Cash Process, Billing, Order Management, Export Licensing, Mandarin Proficiency, English Proficiency, Escalation Management, Continuous Improvement, Data Integrity, Cross-functional Communication, Problem Resolution

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 ~16,800 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. Responsibilities Provide customer service and own activities related to quote to cash process which include agreement quote generation, agreement activation/ renewal and billing. Analyse 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 Communication skills (written) in Mandarin and English to support GC Capability to handle multiple tasks and responsibilities. Ability to work in a stressful environment Usage of standard approaches to moderately complex problem resolution Escalation management skills Solid Internal knowledge of Keysight Good Knowledge of Keysight organization, processes and deliverables. Solid knowledge of Keysight products, solution and Market Solid System Application knowledge Basic IT/ technology knowledge Bachelor Degree or University Degree of equivalent. plus a minimum of 2 years relevant experience. Careers Privacy Statement***Keysight is an Equal Opportunity Employer.***

Responsibilities

Manage the quote-to-cash process, including agreement generation, activation, renewal, and accurate customer billing. Coordinate with internal teams to resolve customer issues and maintain the integrity of agreement data in the system.