Duties and responsibilities
- Support customers in Hong Kong
- Provides advanced product and service information and responds to complex customer questions about those products and services.
- Records and processes quotes and orders, including custom and special orders that may require additional resources for delivery and coordinating with those teams as required.
- Makes calls (by telephone or other channel) to allocated customers to develop new and deepen existing relationships. Acts as a first point of contact for resolving customer queries / complaints.
- Responds to and resolves complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required.
- Schedules follow-up actions and enters relevant information into the customer relationship management system after each customer contact to create a call plan and ensure that Survitec has quality data to enable effective customer retention and business development activities.
- Interviews (or assist in interviewing) the customer, following a complex multi-level sales script or conversation points, to clarify the customer's requirements. Makes full, appropriate and accurate notes, ensuring the customer records management system is updated in a timely manner.
- Provides exceptional service to customers to encourage continued use of Survitec’s products and services.
- Develops knowledge and understanding of Survitec policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
- Helps to create an environment where everyone in the team can live the Survitec Values.
- Contributes positively to creating an inclusive environment where our people feel valued, appreciated and free to be who they are at work.
- Understands, upholds and contributes to creating a safety-first culture within Survitec. Ensures a safe and environmentally healthy working environment.
- Develops own capabilities through participating in assessment and development planning activities as well as formal and informal training and coaching. Develops and maintains an understanding of relevant technology, external regulation, and industry best practices.
- Other duties assigned by your manager from time to time.

Experience and qualification
- 1-3 years of Customer Service or Inside Sales working experience.
- Experience from marine industry is better.
- Able to meet deadlines through good time management and allocation of priorities.
- Strong interpersonal understanding with an awareness of different cultures within the customer base, team and organization.
- Fluent English - both in writing and speaking; Can speak Cantonese is better.
- Computer literate.
- Good communication skills with the ability to communicate on all levels.
- Ability to systematically work independently and in a team.
- Strong Learning Skills.