1. Scope, duties, and responsibilities
You will be required to perform and undertake all such duties and responsibilities relative to your appointment and to carry out any reasonable instructions or directions as may be conveyed to you. Below are some but not limited to:

• Serves as a company contact point with customers on quality and technical matters through calls and email communication channels;
• Identify and assess customer needs to achieve full satisfaction;
• Diagnose and troubleshoot customers’ technical problems;
• Attends and listens to customers’ complaints promptly;
• Provide timely solutions as well as execute follow-up to ensure resolution;
• Build sustainable relationships and trust with customers’ accounts through open and interactive communication;
• Prepare and keep records/reports of customer interactions, process customers’ accounts, and file documents;
• Perform/develop continuous improvement programs/projects;
• Perform on-site support/visit when requested by company and/or the customers;
• Collect, communicate, analyze, and address customers’ feed-backs and/or requests;

2. Experience and hard skills:
Must Highly Appreciated

• Engineer background;
• 6 SIGMA and lean manufacturing certification and/or experience;
• 3-5 years of proven customer support experience and/or quality issue handling;
• Project management;
• Data-driven mindset;
• Familiarity with CRM systems and practices;
• English and Chinese (Mandarin) communication skills (speaking and writing);
• Die-cutting process/manufacturing experience;
• Problem-solving skills;
• Quality tools knowledge (Cause-and-effect diagram /
• 5W1H / 6M’s / Histograms / Pareto / etc);

3. Soft skills:

• Attention to detail and safety aspects;
• Teamwork; Proactive; Punctuality;
• High commitment and sense of execution;
• Excellent communication and presentation skills;
• High motivation;
• Ability to multi-task, prioritize, and manage time effectively;