• Answer phones quickly and consistently.
• Gains commitment from the customer to schedule evaluations.
• Scheduling in-home evaluations and managing technician’s schedules
• Interacting with Vendors and Manufacturers.
• Complete and track purchase orders and shipments.
• Oversees the installation process to ensure it is coordinated properly.
• Contact customers over the phone and in person to answer questions and schedule appointments.
• Maintains client database in Mobilink, the company's proprietary operating system
• Contacts clients by phone to follow up and understand their needs and provide service support
• Prepares consultation packets, including product information, 101 Mobility marketing materials, assessment forms, and customer quotes

Skills: Phone Answering Efficiency, Customer Commitment Gaining, Scheduling Management, Vendor Interaction, Purchase Order Tracking, Installation Oversight, Client Communication, Database Maintenance

• Consciously evaluates and proposes alternative solutions when their first request may not be available. 
• Ask open-ended and clarifying questions to ensure mutual understanding.
• Recognizes concerns, both spoken and unexpressed, and is proactive by using resources and capturing necessary details to promote a positive resolution.
• Quickly learn complex programs and products, self-motivated to remain updated on procedural changes.
• Proactively builds upon business knowledge of Thrivent products and services to connect clients to the appropriate resources.
• Advocates for Thrivent by articulating corporate purpose and membership benefits.
• Involve in new product commercialization
• Co-ordinate business transfer project
• Assist in any ad-hoc reporting if necessary
• Participate in proactive team efforts to achieve departmental and company goals.

Skills: Alternative Solution Evaluation, Open-Ended Questioning, Concern Recognition, Rapid Learning, Product Knowledge Enhancement, Corporate Advocacy, New Product Commercialization, Business Transfer Coordination

• Conduct effective communication and direct dealing with customers via email and/or phone calls.
• Ensure customer requests and inquiries are attended promptly
• Obtain and evaluate all relevant information to handle product inquiries
• Liaise and coordinate with internal departments such as supply chain, finance, regulatory, RDA and quality departments in completing the order-to-invoice process to meet customer expectations for on-time delivery in full
• Attend to customer complaints and follow-up corrective actions to feedback to customers promptly
• Partner with Sales/Commercial and cross-functional partners to deliver the strategic roadmap for the assigned customer accounts
• Identify up-sell opportunities and provide details to Sales/Commercial Managers
• Engage in customer visits and attend meetings as and when required
• Prepare service-level reports to relevant stakeholders
• Handle and maintain CRM system request log-in (SalesForce)

Skills: Customer Communication, Prompt Inquiry Handling, Product Information Evaluation, Internal Coordination, Complaint Resolution, Strategic Account Management, Up-Sell Opportunity Identification, CRM System Maintenance

• Analyze data and generate reports on customer complaints, order status, customer surveys, project implementation, etc. for the sales, customer care and management teams.
• Pre-test, provide troubleshooting solutions, email notifications and proactively follow up regarding any system upgrade or maintenance, new product launches, etc.
• Tactfully handle any potential serious complaints from the end users that were out of capability of customer care reps and seek to find a better solution. 
• Focal point on the communications and cooperation with ZY/JZ QA and QC on product quality improvement.
• Generate the daily cases status report and notify the customers via SMS and emails.
• Handle local and international patient transfers and stamped file verification. 
• Follow up with impacted orders during Channel transfer in Patient Central monthly.
• Provide professional, proactive and close joint effort on accounts transfer from JZ to ZY to achieve better product quality and satisfied cycle time. 
• Maintain a good communication mechanism with ZY AFAB.
• Keep good communication and escalation with JZ AFAB, JZ QA, ZY OA team, and logistic team on behalf of the CS team.
• Daily monitor any orders that are stuck on the system and escalate to the APAC Technical Support team/Web Team to seek a timely and workable solution.
• Handle iTero scan accounts creation, IOS file transfer, basic issues troubleshooting and provide professional support to the customers.

Skills: Data Analysis and Reporting, System Troubleshooting, Serious Complaint Resolution, Quality Improvement Coordination, Case Status Reporting, International Patient Transfer Handling, Order Follow-Up, Communication Mechanism Maintenance

• Streamline the order fulfillment process.
• Manage customers’ orders from point of sales inquiry to delivery of a product to the customers.
• Work with customers/ distributors, sales team, and overseas customer service team to process orders.
• Track order status of the overall order process with highlights in shipment/delivery of the right products, and documents follow up for smooth the delivery of cargo to customers, identify the late shipment
• Problem-solving at each stage of pre-order entry, order entry, post-order entry and coordination of supply chain activities
• Support distributors and key customers on requests and feedback
• Establish good relationships with both internal and external customers
• Facilitate Complaint Management Process
• Work with customers/distributors, sales team, and overseas customer service team to ensure complaint management process.
• Handles incoming contacts in a prompt, efficient manner and provides correct, thorough responses to needs and requests.

Skills: Order Fulfillment Streamlining, Order Management, Cross-Functional Collaboration, Shipment Tracking, Problem Solving, Customer Support, Relationship Building, Complaint Management

• Customer service experience or equivalent and exemplary customer service skills
• Experience with or strong knowledge of building science principles.
• Expertise with or ability to learn web-based software Microsoft Office.
• Strong listening, oral, and written communication skills
• Ability to communicate with clients and co-workers in a friendly, positive, respectful manner
• Ability to maintain a professional demeanor, even under pressure
• Effectively utilizes available resources to achieve goals
• Strong organizational and time management skills
• Demonstrate accuracy and thoroughness in all work products
• Self-motivated and driven to deliver on goals

Qualifications: BA in Human Resource Management with 2 years of Experience

• Customer service working experience
• Excellent oral and written skills, can deliver a consistent level of quality with written responses and on all calls with empathy and adapt your speech according to customers' needs.
• The ability to take ownership in assisting, researching, resolving, and de-escalating customer issues
• Able to partner with customer support peers (both internal and external) to ensure a consistent and high-quality level of support.
• The ability to analyze customer contacts for trends in customer issues, record feedback and report to the appropriate teams for improvement purposes.
• Serve as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills and commitment to excellent customer service.
• Excellent written and verbal communication skills including a professional, courteous, and patient demeanor with all customers
• Must be able to communicate professionally and effectively with anyone within the organization
• Ability to foster positive relationships with team members, managers, and internal departments
• Excellent problem-solving skills and must be organized, a self-starter, and able to begin and follow through with tasks.

Qualifications: BA in Psychology with 4 years of Experience

• Previous customer service/sales, consumer retail, or contact center experience
• Fluent in English and the above-specified language
• Flexibility to regularly rotate through different technical specialties and skill sets
• Ability to thrive on change as products evolve
• High standard of written and oral communications
• Ability to maintain composure and customer focus while troubleshooting and solving issues.
• Strong customer focus and can make decisions quickly.
• Ability to deliver great customer experiences in any environment and to be invigorated by constant personal interaction.
• Strong communication skills that let you converse as freely and comfortably with small groups as with individual customers.
• Analytical skills with proven ability to be highly productive and accurate.

Qualifications: BA in Communication Studies with 3 years of Experience

• Call center working experience
• Excellent English communication skills
• Good knowledge of Experian products and services
• A good knowledge of web-based systems
• Strong PC and mainframe computer skills
• Good customer service skills, including telephone etiquette
• Good problem-solving and analytical skills
• A good knowledge of federal and state regulations on credit reporting
• Proven previous job stability, including maintaining long-term work relationships with former employers
• Must be able to clear the company’s pre-employment screening

Qualifications: BA in Business Administration with 1 year of Experience

• Customer support experience or equivalent experience in an administrative or Sales Support role
• Strong written and verbal communication skills
• Functional knowledge of Microsoft Office and experience with a CRM and/or ERP system (SAP and SFDC)
• Diligent, detail-oriented and analytical with a proven ability to be highly productive and accurate.
• Ability to understand policies, practices and procedures to exercise good judgment and determine appropriate action
• Experience creating, sorting and analyzing reports
• Strong cross-team collaboration skills.
• Experience independently solving problems and working effectively in a team environment.
• Posses customer-first mindset and strives to deliver a delightful customer experience
• Familiarity with Internet commerce sites and overall comfort with technology
• Experience working with logistics, planning, or accounting

Qualifications: BA in Marketing with 6 years of Experience