Contact Centre Associate - George Town, Malaysia - Celestica

Description

Job Description

Interact with suppliers/clients to provide and process information in response to inquiries, concerns and requests about products and services.
Serves customers by providing product and service information; resolving product and service problems.

Detailed Description

Main Job Tasks and Responsibilities

Interact directly with customers either by telephone or electronically (e.g. email and/or CRM)

Obtain and evaluate all relevant information to respond promptly to customer inquiries

Investigate details of inquiries and apply problem solving skills to resolve case inquiries

Perform customer verifications

Organize workflow to meet and exceed customer service level agreements (SLA's)

Maintain records of customer interactions and transactions, details of inquiries, and actions taken

Communicate and coordinate with internal departments to assist in resolving cases

Perform data updates in various systems based on requests

Take independent action to gather ideas and gain consensus with cross-functional teams on process improvement recommendations.

Support the reporting of Contact Centre and functional metrics including SLA compliance, turnaround time.

Work closely with the commodity management teams, Account payables and other teams on functional initiatives and improvement.

Knowledge/Skills/Competencies

Ability to manage multiple tasks while maintaining attention to detail and accuracy and working under tight time deadlines.

Ability to evaluate, prioritize and problem solve a variety of tasks to ensure their timely and accurate completion

Ability to effectively communicate, both verbally and in writing, with a wide variety of internal and external customers

Can apply corporate accounting policies and procedures manual.

Basic understanding of forecasting and planning

Ability to calculate and do basic interpretation of all key business metrics.

Generates reports with job-related software and provide interpretation of reports/results to users .

Understanding of the capabilities of systems used and can identify and troubleshoot system errors.

Problem analysis and problem-solving

Customer service orientation

Physical Demands

Duties of this position are performed in a normal office environment.

Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.

Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.

Occasional overnight travel may be required

Typical Experience

Zero to two years of relevant experience.

Knowledge in Finance, Account Payable and Supply Chain Management process and experience working in a shared service organization will be an advantage

Experience using email and other relevant common office computer applications required

Experience in SAP / ERP systems, and CRM / Case management tool will be an advantage.

Knowledge of customer service principles and practices

Typical Education

Bachelor's degree in Finance/Accounting/Banking, Business Studies/Management, Commerce

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.

Celestica is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on any protected status (including race, religion, national origin, gender, sexual orientation, age, marital status, veteran or disability status or other characteristics protected by law).
At Celestica we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. Special arrangements can be made for candidates who need it throughout the hiring process. Please indicate your needs and we will work with you to meet them. COMPANY OVERVIEW:
Celestica (NYSE, TSX: CLS) enables the world's best brands. Through our recognized customer-centric approach, we partner with leading companies in Aerospace and Defense, Communications, Enterprise, HealthTech, Industrial, Capital Equipment and Energy to deliver solutions for their most complex challenges. As a leader in design, manufacturing, hardware platform and supply chain solutions, Celestica brings global expertise and insight at every stage of product development – from drawing board to full-scale production and after-market services for products from advanced medical devices, to highly engineered aviation systems, to next-generation hardware platform solutions for the Cloud. Headquartered in Toronto, with talented teams spanning 40+ locations in 13 countries across the Americas, Europe and Asia, we imagine, develop and deliver a better future with our customers. Celestica would like to thank all applicants, however, only qualified applicants will be contacted.
Celestica does not accept unsolicited resumes from recruitment agencies or fee based recruitment services.