Customer Service Operations Representative

Job Title

Keysight is at the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~16,800 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.

• 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.

• Communication skills (written) in Mandarin and English to support GC
• Capability to handle multiple tasks and responsibilities.
• Ability to work in a stressful environment
• Usage of standard approaches to moderately complex problem resolution
• Escalation management skills
• Solid Internal knowledge of Keysight
• Good Knowledge of Keysight organization, processes and deliverables.
• Solid knowledge of Keysight products, solution and Market
• Solid System Application knowledge
• Basic IT/ technology knowledge
• Bachelor Degree or University Degree of equivalent. plus a minimum of 2 years relevant experience.

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*** Keysight is an Equal Opportunity Employer.***