Consumer Client Services Specialist I

HK-Kwai Chung
Job ID
2017-6871
# of Openings
1
Job Category
Customer Service/Support

Overview

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Promoting safe living and working environments.

UL is a global independent safety science company with more than a century of expertise innovating safety solutions from the public adoption of electricity to new breakthroughs in areas such as sustainability, renewable energy, mobile payment security and nanotechnology. Dedicated to promoting safe living and working environments, UL helps safeguard people, products and places in important ways, facilitates trade and provides peace of mind.

Responsibilities

  1. To pro-actively explore new business opportunities and develop existing partnerships to driver new revenue.
  2. Uses skills and knowledge to resolve complex customer relationship management issues that are escalated from all customer segments;
  3. Be the customers’ primary contact from various sources (phone and email), on handle test quotation, orders and follow-up activities in a courteous manner;
  4. Coordinates and develops customer relationships by handling customer inquiries;
  5. Collects customer product information, identifies the industry that will perform work, and communicates completion time commitments;
  6. Prioritizes customer needs, determines any special requirements, and obtain required information and samples to open the project.
  7. Organizes customer information by classifying and segmenting the customer, entering new or updated information into database, etc., using the Customer Relationship Management (CRM) system.
  8. Provides support for non-technical customer requests, including questions/issues such as billing inquiries, service requests and general UL information.
  9. Assembles all required reports and documents to be sent to the client in a complete package, measures and monitors customer satisfaction through customer satisfaction reviews, follows up on concerns, informs customer of the certification, and closes the project.
  10. Actively participates in teams to continuously improve and drive quality into UL’s service to the customer. Proactively suggest improvements.
  11. Performs other duties as required.

 

Qualifications

  1. Certificate or above in Textile Technology / Chemistry / Applies Physics / Mechanical Engineering or related disciplines;
  2. Customer services experience in factory audit / merchandising / inspection / laboratory testing is an advantage;
  3. A team player with good sense of customer focus, good interpersonal and communication skills;
  4. Good command of both spoken & written English;
  5. Knowledge of Microsoft Outlook, Word and Excel etc.

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