Customer Service Operations Associate (Mandarin Speaker)

				Overview:

Keysight is on the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do.

Our award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.

Responsibilities:

This role would be a contract position with possibility of conversion upon management discretion.

* Provide customer service and own activities related to quote to cash process which include agreement quote generation, agreement activation/ renewal and billing.
* Analyse and respond to customer's request for quotation in a timely and accurate fashion, comply fully to Keysight policies and procedures, also export licensing rules.
* Process PO and change order requests - perform order acceptance, activate and administer agreement according to policy and standards.
* Send customer order acknowledgements and updates.
* Trigger accurate customer billings timely per contract terms and in accordance with defined policy including e-invoicing and portal.
* Interact with Field, Business, Legal, Tax, Collections and Revenue team to review and accept agreement with negotiated terms and conditions.
* Responsible for maintaining completeness and integrity of agreement data in system to ensure correct entitlement, quota assignment and revenue recognition. 
* File related quote and order documentation adhering to document retention guidelines.
* Point of contact for Field/KGSO/FC and other internal contacts for agreement information, updates/ changes and to problem resolution. 
* Foster a good working relationship and communicate timely with cross functional partners, demonstrating ownership of required actions.
* Consult with internal resources as needed to effectively support customer inquiries. Proactively resolve customer issues/ internal escalations.
* Use F9 templates to communicate with external customer. If voice interaction/customized communication with the customer is needed, engage Field/FC/POC.
* Apply knowledge gained and select the appropriate methods and processes to work on each assignment which are broad and complex in nature.
* Understand key processes in SA areas; contribute to Continuous Improvement (CI) executions and improvement suggestions in regards to streamlining processes or improving productivity/ customer experience.
* Consistent delivery of quality services within Service Level Agreement with the upmost integrity is expected.

Qualifications:

* Bachelor Degree or University Degree or equivalent. No prior customer service experience required.
* Communication skill (written) in Mandarin and English to support Greater China region.
* Capability to handle multiple tasks and responsibilities.
* Ability to work in a fast-paced environment
* Usage of standard approaches to simple problem resolution
* Basic escalation management skills
* Solid Microsoft (Excel, Power Point, etc) Application knowledge.
* Basic IT /technology knowledge.
* Familiarization with Keysight's organization, processes, and deliverables; basic knowledge of its products, solutions, and market is a plus.

Careers Privacy Statement***Keysight is an Equal Opportunity Employer.***
			

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