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汉高
Customer Service Front Office Agent
立即应聘

Customer Service Front Office Agent

发布于 1 天前

普通员工/个人贡献者

Malaysia, Kuala Lumpur
中级经验
全职员工
混合式弹性办公
本科
客户服务与支持
Crm
Ms Office
Sap
供应链
客户服务
沟通能力
英语
订单到现金
问题解决

AI 估算 · 8k–15k

Based on multinational company customer service role, mid-level experience, and location in Kuala Lumpur, salary is competitive

职位详情

关于这个职位

This role is a customer-facing position at Henkel, responsible for managing order-to-cash processes, handling customer inquiries, and ensuring a positive customer experience. You will work closely with internal teams and utilize systems like SAP and Service Cloud to resolve issues and drive satisfaction.

最低要求

Minimum Degree and above in any discipline.

Minimum 2-5 years of experience in Customer Service / Supply Chain / Sales
Good understanding of the linkages between inventory control, planning, logistics and procurement.
Fluent in spoken and written English is a must.
Proficient in MS Office.
Able to work under pressure with excellent phone, email etiquette skills and tactful to handle difficult customers.
Developed analytical and problem-solving skills
Highly motivated and organized
Team and action orientated
Details orientated
Passion for innovation

工作职责

Accountable for customer facing activities / customer experience, acting as a single point of contact for customers, adopting customer centricity mindset within day-to-day interactions (set and meet expectations, stress-free experience, maintain a positive & professional demeanor).

Run Order-to-Cash (OTC) & Customer-Service-Mgt (CSM), focusing mainly on customer interaction related activities (in/outbound).
Voice of Customer: Contribute to the understanding of customer segments, trends need, and expectations by reporting and providing feedback on client interactions. Build customer’s trust & relationship by supporting in supply, commercial & application enquiries, collecting feedback and identifying opportunities to drive customer satisfaction, including regular visits.
Customer Relationship Management (CRM) Data: Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Schedule follow-up actions.
Customer Service Experience Operations: Provide a quality service to customers while identifying opportunities to secure new business or support retention via customer interaction. Responsibilities may include handling customer cases and dealing with complex queries to minimize disruption & downtime.
Collaboration: Close collaboration with internal partners/functions (CSX, Center of Excellence/CoE, Global Business Solutions/GBS+, Supply Chain), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities; monitor and ensure delivery of other functions commitments.
Customer Experience Implementation: Support the implementation of differentiating customer experience initiatives, tools and processes, including customer experience testing. Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level.
Continuous Improvement: Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements to enhance operational efficiencies, streamline workflows or improve customer’s experience.
Performance Management: Prioritize own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use KPI’s, performance management systems and reports to improve personal performance.
Supporting Systems: Utilize customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).
Time Management & Activities Planning: Plan own activities on a daily, weekly and monthly basis to ensure business continuity, enhance efficiencies and improve customer satisfaction. Actively participate in team meetings to align priorities.
Compliance: Comply with Henkel Corporate Standards, Global SHE and Sustainability requirements.

优先资格

Candidates with broader language capabilities will have added advantage

Knowledge of SAP and Service Cloud is advantageous

AI 洞察

优缺点分析

优点

  • Opportunity to work in a global company with diverse teams and cultures.
  • Exposure to end-to-end customer service processes and systems like SAP.
  • Flexible hybrid work model and comprehensive benefits package.
  • Clear growth opportunities within the organization.
  • Handling demanding customers and managing stress in a fast-paced environment.
  • Requires strong multitasking and adherence to KPIs and performance metrics.
  • May involve occasional visits to customers, requiring travel.
  • This role is ideal for individuals with a customer-centric mindset, strong communication skills, and a passion for problem-solving in a corporate environment.

缺点 / 挑战

暂无明显挑战项

角色解读

  • Advance to senior customer service roles or team lead positions within the department.
  • Transition into supply chain or sales roles with deeper knowledge of operations.
  • Develop expertise in customer experience management and process improvement.
  • Act as the primary point of contact for customers, handling inquiries and resolving issues.
  • Manage order-to-cash processes and customer service operations.
  • Collaborate with internal teams to ensure supply chain alignment and customer satisfaction.
  • Utilize CRM systems like SAP and Service Cloud to track interactions and improve processes.
  • Strong communication and interpersonal skills for effective customer interactions.
  • Proficiency in MS Office and familiarity with SAP and Service Cloud is advantageous.
  • Analytical and problem-solving skills to address complex customer needs.
  • Organizational skills to manage multiple tasks and prioritize workload.

申请策略

  • Tailor your application to reflect understanding of Henkel's products and values.
  • Prepare to discuss specific examples of handling difficult customer situations.
  • Emphasize customer service experience and any exposure to order-to-cash processes.
  • Highlight proficiency in SAP, Service Cloud, or similar CRM tools.
  • Showcase analytical and problem-solving achievements in previous roles.
  • Demonstrate language skills, especially English, and any additional languages.
  • Familiarize yourself with SAP modules related to customer service or supply chain.
  • Develop advanced Excel skills for data analysis and reporting.

面试指南

  • Use the STAR method (Situation, Task, Action, Result) for behavioral questions.
  • Relate your answers to the key responsibilities mentioned in the job description.
  • Demonstrate a customer-first mindset and willingness to collaborate.
  • Describe a time you handled a difficult customer and the outcome.
  • How do you prioritize tasks when dealing with multiple customer requests?
  • Explain your understanding of the order-to-cash process.
  • How do you use data to improve customer satisfaction?
  • What experience do you have with SAP or Service Cloud?

职位点评

77
综合评分

Stable multinational customer service role with flexible hybrid work, good benefits, and moderate growth potential.

从薪资福利、成长空间、工作节奏和岗位方向综合评估，方便横向比较。

更适合这类人
This role is best for candidates seeking a stable job with good work-life balance and flexibility, rather than high purpose or cutting-edge technology.
表现最好
工作生活
相对薄弱
使命价值
薪资福利80
成长发展75
工作生活85
使命价值60

薪资福利

80较高

The salary is competitive for the role and location, and benefits include medical coverage, EPF contribution, and flexible work. However, no explicit salary range is provided in the JD.

薪资信号未披露（AI估算：8K-15K/月）
福利待遇Flexible work scheme、hybrid work model、work from anywhere policy、health and preventive care programs、gender-neutral parental leave、Employee Share Plan、Medical Coverage、Additional EPF Contribution、Dental, Health and Eye Screening、Discounts on company products

成长发展

75中等

There are growth opportunities and exposure to systems like SAP, but the role is not at the technology frontier. Continuous improvement is mentioned.

技术前沿主流现代技术
技术栈SAP、Service Cloud、MS Office
成长机会Diverse national and international growth opportunities
业务类型cost_center

工作生活

85较高

Hybrid work model and flexible hours are clearly stated, along with work-from-anywhere policy. No overtime signal.

工作模式混合式弹性办公
办公地点未明确
加班情况未提及（无法判断）
工作生活平衡Flexible work scheme with flexible hours、hybrid work model、work from anywhere policy for up to 30 days per year

使命价值

60中等

Henkel is a stable company with sustainability commitments, but the role itself is operational and may not have direct social impact.

行业发展稳定成熟行业
社会影响中性/一般
使命信号Sustainability requirements
创新程度稳健跟随主流

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