Provide solutions and direction on routine issues regarding policies, procedures, and systems for Customer Service; analyze inventory issues and formulate recommendations for solutions. Navigate through challenging inquiries and demonstrate discernment on when to escalate and de-escalate problems to appropriate SMEs and stakeholders. Record with accuracy in Case Management System and JDE for Order Management.

Train and develop Customer Service Representatives in the department, including side-by-side onboarding training/mentoring, continuous improvement and system enhancement training. Provide dedicated onboarding/training support during the training period

Participate in technology assessments and propose solutions regarding system/process improvements, training related to customer service, and team development.  Assist with user testing and implementing upgrades and/or new programs within the department

Provide additional coverage for phones, order entry, and other duties typically handled by Customer Service Professionals to help with overflow. Includes Region Support for BU within SFDC.

Provide support to commercial team on consignment stocks planning and management.

Required Education/Skills/Experience:  What knowledge, skills, and abilities (KSAs, typically acquired through education, training, and/or previous experience) are needed to be able to perform the essential job functions? Be sure you are describing what is required to perform the job as it exists today.  Note: The KSAs of the current incumbent should not dictate your response, i.e., you should not fail to include a qualification simply because a current incumbent does not possess it.

bachelor’s degree in related field required with minimum 2 years of relevant working experience. However, fresh graduates with relevant internship experience can be considered.

Language : Korean and English, both Spoken and Written at least 7/10

Good knowledge and understanding of Edwards policies, procedures and guidelines relevant to Customer Service, including Compliance and Sox requirements.

Moderate knowledge of JDE and SFDC as it pertains to Customer Service

Strict attention to detail

Demonstrated problem-solving and critical thinking skills

Good knowledge on Edwards products and customers

Ability to converse at a professional level with users of products, SMEs, stakeholders, and HCPs

Ability to manage competing priorities in a fast paced environment

Excellent customer service skills with ability to negotiate and resolve difficult situations

Excellent problem-solving skills

Ability to build and maintain strong relationships across the organization to influence and achieve objectives

Ability to prioritize competing objectives in a fast paced environment

Ability to work in a team environment, including inter-departmental teams and representing the organization on specific projects

Must be able to work in a team environment and with minimum supervision, including inter-departmental teams and with other departments

Experience with Salesforce.com preferred

Good computer skills in Microsoft Office Suite including Word, PowerPoint, Power BI and Excel

Good written and verbal communication skills and interpersonal relationship skills

Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control

Insurance / Reinsurance / Pension Funding

Customer Service

Kuala Lumpur

Contract / Temp

MYR 6,001 - MYR 8,000 / mth