Job Description

Contribute to a world-class Customer Service function within a fast-paced and highly-collaborative environment, driving improvements across Essentra\'s major Customer Service-related metrics, namely NPS, time-to-serve, and an exceptional level of customer experience during every interaction. This is a broad role, encompassing activities outside of typical Customer Service functions such as purchasing, and international order management from vendors across the world. The Customer Service representative is responsible for delighting our customers at every touch point, and for enabling Essentra to deliver on its aspiration to be a hassle-free supplier to do business with, and includes, but is not limited to the following day-to-day activities: Contributing to a culture of customer service excellence at every interaction through effective handling of inbound customer enquiries (phone and email), including order management, credit and return requests, complaints and general enquiries Escalate customer enquiries as necessary to the relevant contacts to ensure customers are delighted with our escalation management approach Support the purchasing process for stock replenishment, sample replenishment and customer backorder fulfilment Contribute to improvements to current business processes and practices, ensuring a constantly-evolving approach to servicing customer requirements Responding to customers for sample requests and coordinating requests for quotes (RFQ\'s). Daily RFQ entry in internal quote system Use of CRM platform for opportunity management and customer case management Ensure customer service excellence by driving Essentra\'s Net Promoter Score (NPS) performance Contribute to a world class Customer Service operation by delivering against key SLAs consistently, including Purchase Order processing, complaint responses, complaint resolution, and minimizing credit and return rates Continuously drive time-to-serve (number of days from receiving an order to shipping it to the customer) improvements through efficient management of customer enquiries Participate in an exceptionally safe working environment by proactively identifying, reporting and resolving hazards Contribute to an exceptional customer experience through consistent reductions to the credits and returns rate Job requirements Fluent in Vietnamese both spoken and written Previous experience of working within an industrial market is preferred but is not essential Customer Centric Skills Competent in problem solving, time management and decision making Highly motivated with exceptional communication skills, willingness to \'go the extra mile\' Conflict resolution skills Strong computer skills across all applicable work related application *** Work Locations: Shah Alam, Malaysia OR Bangkok, Thailand.

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