RESPONSIBILITIES

Customer Order Processing

Record and process customer orders and follow predefined protocol based on how the order came through (e.g., by email, telephone, personal contact).

Customer Relationship Development / Prospecting

Make calls (by telephone or in person) to allocated potential customers to establish contact and build rapport.

Customer Relationship Management (CRM) Data

Ensure that basic customer details held in the system are accurate and make notes of follow-up actions that have been promised, together with notes of actions taken during each sales call.

Product/Service Information

Provide basic product/service information and respond to basic customer questions about the product/service.

Resolving Customer Issues

Respond to basic customer issues such as returns and escalate issues appropriately.

Customer Needs Clarification

Interview the customer, using a simple standard sales script, to clarify the customers requirements.

Operational Compliance

Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

Personal Capability Building

Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Renewals

Support in providing service to customers or ensuring the right colleague to supply service to encourage continued use of the organizations products/services.

Behavioral Competencies

Customer Focus

Builds strong customer relationships and delivers customer-centric solutions. For example, probes deeply into customer needs to identify less obvious interests or expectations. Consistently goes above and beyond to understand customer requirements and surpass their expectations.

Instills Trust

Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, acts consistently with the organizations policies and practices. Shows honesty and candor when working with others. Honors agreements and meets commitments.

Tech Savvy

Anticipates and adopts innovations in business-building digital and technology applications. For example, makes effective use of the latest technologies required for success in the role; grasps the main terminology. Learns and adopts new technologies, although may require some time to master the changes.

Skills

Customer-Focused Approach

Works under supervision at an elementary level to orient the sellers organization around delivering to the key needs of their customers.

Leverages Digital Communications with Customers

Works at a basic level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works under close supervision.

Masters Service Conversations

Works at a basic level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.

Navigates Customer Challenges

Works at a basic level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works under close supervision.

Strengthens Customer Connections

Works at a basic level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.

Builds Customer Loyalty

Works at a basic level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organizations ability. Typically works under close supervision.

In-Depth Questioning

Works under supervision at an elementary level to explore a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.

Initiates Compelling Sales Conversations

Works under supervision at an elementary level to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client.

Service Into Sales

Works at a basic level to recognize sales opportunities during service interactions to enhance overall customer service. Typically works under close supervision.

Builds Rapport

Works under supervision at an elementary level to quickly and effectively establish trust within the buying centers in the client s organization.

Knows the Buying Influences

Works under supervision at an elementary level to accurately identify and understand the key buying influences pertaining to an opportunity.

Manages Buyer Indifference

Works under supervision at an elementary level to acknowledge and ask questions to understand the circumstances surrounding client indifference.

Understands Issues/Motivations

Works under supervision at an elementary level to articulate why a client does or does not want a change based on their business objectives and challenges.

Education

Upper Secondary School

General Experience

Basic experience of simple office / operational systems (4 to 6 months)

Managerial Experience

None

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Role: Customer Service

Industry Type: Power

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success, Service & Operations - Other

Education

UG: Any Graduate

PG: Any Postgraduate

About company

Yokogawa is a leading provider of Industrial Automation and Test and Measurement solutions. Combining superior technology with engineering services, project management, and maintenance, Yokogawa delivers field proven operational efficiency, safety, quality, and reliability.