Customer Support Specialist

Overview

Description

The Customer Support Specialist provides internal and external customer support (e.g. technical, order assistance, payment-related assistance) and coordinates with relevant resources to have complete case ownership and to increase customer satisfaction.

• You will ensure the timely resolution of customer issues within your scope (e.g. order, technical, payment); if outside your scope, you will coordinate with Sales and other internal and/or external teams. You will communicate proactively to customer concerns, inquiries, and requests, establish a good and professional relationship with customers by timely responsiveness, and promote feedback via NPS surveys.

• You will engage in effective communication that enables ideas for issue resolution, fulfill commitments by planning and organizing priorities, ensure data quality in tools (e.g. SAP, Salesforce) used in performing Order Handling, prepare and analyse regular statistics (e.g. delivery forecast, revenue and collections) using available tools and collecting relevant information, recommend solutions, process improvements and innovations to speed up internal processes, track performance against targets, and provide results to management.

• You will coordinate with relevant process owners, external partners and customers the necessary actions to achieve business targets, ensure the timely processing of customers’ orders from order booking to collection, process purchasing of materials and services per customer requirements, monitor order status to ensure delivery within contractual dates, and proactively provide order status updates to customers.

• You will issue invoices timely based on relevant documentation, collect receivables within approved terms, ensure cycle time and KPIs for order execution activities are met with knowledge in import and customs clearance, and abide by the company’s safety rules and ABB’s code of conduct; participate in HSE initiatives.

• You will be responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.

• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

• Tertiary education in Electrical engineering or equivalent.

• 2 years of work experience in a relevant industry, preferably from the power industry.

• Experience working in customer support operations and order processing.

• Detail oriented to ensure data integrity and accuracy in the system.

• Hands-on knowledge in SAP system.

• Proficiency in English communication.

We pride ourselves on offering a holistic range of competitive benefit programs to support your financial, physical and mental wellbeing and personal development. We want you to truly thrive with us – in work and out. For this role, depending on grade and experience, we offer the following employee benefits:

• Employer-sponsored medical plan (incl. dental care and optical).

• Group Term Life insurance, Group Personal Accident insurance, Group Business Travel insurance.

• Hospitalization Insurance.

• Leave programs (Annual leave, medical leave, Hospitalization leave, Exam leave etc.).

• Annual rice allowance.

• SSS, HDMF, and Philhealth Coverage.

*Benefits are subject to the respective plan rules.

We can provide more information during the recruitment process.

Qualified individuals with a disability may request reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by submitting a general inquiry on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process.