Service Support

工作內容
1. 客服專線窗口，及時協助客戶處理產品售後問題或服務
2. 負責維修保養之工程師派工與形成管理
3. 提供客戶安装、维修以及服務等相關報價或合約
4. 定保與服務合約之追蹤與提醒
5. 及时跟追進度，維持顧客滿意度。
6. 跟追定保、維修與索賠等零​​件或儀器交付情况
7. 更新客服相關資料庫/客服紀錄匯總/ 服務資料回饋
8. 其他主管交辦事項

The Service Support will work directly with customers and internal departments to meet the service needs of the product line. The goal is to take care of the accurate and timely transmission of information to all involved parties in order to ensure high service quality.


Main Responsibilities ＆ Tasks:
• A single contact point of service hotline to answer customers’ complaints and inquiries on service
• Facilitates service engineer’s working schedule.
• To assist in preparing tender documents for submission.
• Generate and provide to customer service quotation on installation, repair and spare parts, and service contract renewals.
• Proactively send reminders/call to customers for PM and service contract renewal.
• Track statuses of open service tasks regularly, conduct timely follow-ups and customer satisfaction survey.
• To respond quickly and efficiently to all in-coming BPS Service inquiries by telephone or e-mail and register all service requests promptly.
• Update database for service-related information.
• To facilitate warranty claims and keep closely updated with parts and instrument delivery
• Generate BPS service KPIs/quality/installation reports on a monthly basis or per ad. hoc request
• Perform other miscellaneous duties; filling and/or other special projects as required
• Develop and maintain good rapport with customers and working colleagues for smooth operation of the business.
• Assisting in implementation and supporting CRM Solution – SAP system ＆ all other software supporting the team.
• Any other duties involved within the role and/or the tasks as assigned from time to time.

具備技能
1. 具備Office軟體操作能力,尤其是Excel 及PowerPoint
2. 熟悉SAP系統佳
3. 擅溝通及快速反應能力，能同時處理多項任務
4. 具同理心，團隊合作能力
5. 積極、親和力、客戶導向，具有良好的耐壓能力
6. 具英文書信與口頭溝通能力
7. 有現場服務統籌與人力組織調度、物流管理經驗者佳

Qualification ＆ Skills:
• High school diploma required, academic degree in business or similar is preferred
• Minimum 2 years of work experience in a customer service role
• Strong written and oral communication along with ability to deal effectively with customers in a professional manner
• Strong ability to multi-task
• Experience with field service organizations and logistics management experience are preferred
• SAP experience preferred
• Good written and oral communication skills in both Mandarin and English
• Good team player with good work attitude and proactive
• Customer Service oriented