Customer Service & Marketing Executive

Customer Service & Marketing Executive

Job Summary

• 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.
• Able to swiftly and accurately collect relevant data to determine solutions to customer issues.

Duties and Responsibilities

• Identify and assess customers’ needs to achieve satisfaction
• 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, guidelines and policies
• Take the extra mile to engage customers
• 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.
• Must have experience with Excel in pivot table generation.
• Customer orientated and ability to adapt/respond to different types of characters.
• 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.

Qualification Guidelines

• Minimum Education
  • Diploma / Degree in Marketing, Business Administration or Engineering
• Minimum Experience
  • 2 years’ manufacturing or related experience in Electronics/semiconductor
• Specific Knowledge / Skills
  • Customer service / Sales experience preferably in electronics manufacturing
  • Able to handle customer inquiry