Customer Service & Marketing Executive - Tampines
DENSELIGHT SEMICONDUCTORS PTE LTD Tampines Full-time
Job Objective/s
- To provide high quality customer-focused service using in-depth knowledge of products and processes resulting in enhanced customer retention.
- A highly resourceful customer service professional. Willing and able to adapt effectively to a constantly changing environment. Collaborate with other departments to ensure customer goods are delivered on-time.
- A creative problem-solver who is energized by dealing with a variety of challenges in a fast-paced environment with In-depth computer knowledge and competency in a wide range of CRM software. Must be able to understand and interpret website analytics, and present timely updates and improvement suggestions to our social media.
- Able to swiftly and accurately collect relevant data to determine solutions to customer issues.
- Identify and assess customers’ needs to achieve satisfaction, must posses self directed research ability to customer backgrounds .
- Build sustainable relationships of trust through open and interactive communication.
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures to customers, follow ups, guidelines and policies
- Take the extra mile to engage customers, has good people skills.
- Some Quality Assurance experience is an added advantage.
- Proven customer support experience or experience as a client service representative
- Familiar with CRM Systems, Production Planning system, ERP/MRP is a plus asset, can give improvement recommendations, and understand the basic logic and flow of the CRM .
- Must have experience with Excel in pivot table generation, data analysis and presentation of data.
- Customer orientated and ability to adapt/respond to different types of customer personalities.
- Must be articulate and collaborate with international customer base.
- Costing capability some accounting background is an asset.
- Excellent English communication and presentation skills
- Ability to multi-task, prioritise, and manage time effectively.
- Manage and drive our Web strategy that will enhance the customer’s buying journey – from easily identifying the right product, to placing an order on-line and payment via a recommended e-commerce platform. Monitor SEO and user engagement and suggest content optimization.
- Work with the Sales & Marketing team to help prepare key collaterals (e.g. application notes, YouTube instructional videos etc), and launch them online.
- Support the sales and marketing team in preparing for key marketing events & trade shows, own the design & printing of marketing brochures as well as with the booth designs and any other collaterals needed for such events.
- Help the sales & marketing team compile key customer feedback and help work out the recommend changes needed, if any, to help improve customer satisfaction
- Prepare and execute timely press releases. Cultivate and keep a list of media relationships both local and overseas
- Stay up to date with the latest social media best practices and technologies, and implement these best practices in DenseLight
- Willing to travel when required.
- All other reasonable duties, as assigned.
- Diploma / Degree in Marketing, Business Administration or Engineering
- Minimum 2 years’ manufacturing or related experience in Electronics/semiconductor
- Customer service / Sales experience preferably in electronics manufacturing.
- Able to handle customer inquiry and can categorize, rationalize information for customer profiles, and customer business accumen
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