Associate - Customer Support APAC

Job Summary

Avantor is looking for Associate - Customer Support APAC - who can maintain and attract potential customers by handling inbound sales and customer communication (emails, calls, click to chat) relating to service status or challenges, concerns, issues within the network.

Responsibilities

• Handles inbound sales and customer communication (calls, emails, click to chat) in the processing, expediting, and troubleshooting of customer orders.
• Owns the customer request and experience from initiation to conclusion.
• Processes, via computer, all customer requests. Utilizes multiple and often complex systems, programs, and monitors in order to research information.
• Researches and resolves customer issues, expedites back orders, handles requests for returns and other special requests.
• Resolves product or service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-level, quality service, closely aligned with sales, to enable sales growth.
• Follows up with Sales Department, suppliers, and customers on any outstanding issues.
• Looks for opportunities to provide solutions.
• Makes recommendations on areas for process improvement.
• Make decisions based on policies and past precedence, seeking guidance as necessary.
• Accountable to performance metrics such as schedule adherence, productivity standards and quality standards.
• Performs other duties as assigned.

Qualifications

• High school diploma required; Bachelor s degree a plus
• 0-6 months of applicable experience in a customer relationship type role (sales, call center, etc.)

Knowledge, Skills and Abilities

• Strong communication skills, both verbal and written
• Problem-solving skills and resourcefulness
• Ability to manage multiple priorities in a fast-paced and complex environment
• Good organization and time management skills
• Attentive and active listening abilities
• Ability to maintain composure and positive attitude during difficult times
• Intermediate computer skills required; must be able to work in multiple systems concurrently, often using multiple monitors
• Familiarity with SAP system helpful
• In Quebec, bilingual (English and French), verbal and written.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.