Customer Support & Communication

Serve as the first point of contact for customer inquiries via hotline, email, and Customer Care Ticket system.Qualify and escalate customer issues to the appropriate teams or managers, providing optimal solutions via phone or email.Coordinate with field engineers, customers, and other departments to ensure accurate information and timely resolution.Remind customers of recurring services such as Software Maintenance Agreements (SMA) and Service Maintenance Contracts (SMC).Promote service quality through customer feedback platforms such as Medallia and CPO.

Service Operations & Coordination

Schedule and dispatch service engineers using CRM and Salesforce systems.Optimize service resource allocation to maximize utilization and job assignment efficiency.Prepare and manage quotations for services including repairs, calibrations, preventive maintenance, training, relocation, and spare parts.Issue Sales and Service Contracts in English in accordance with company policies.Monitor and support order intake and revenue-related processes.

Order Management

Process purchase order acknowledgements and coordinate delivery timelines.Manage spare part requests and ensure timely delivery to customers or service engineers.Order spare parts, systems, licenses, and tools; track goods receipt and confirm delivery.Send tools and gauges for annual calibration.Process customer billing and confirm transactions in CRM/Salesforce.

Finance & Administration

Follow up on outstanding accounts receivable (AR) and work to minimize overdue payments.Perform basic office administrative tasks such as document filing, handling mail, and managing general correspondence.Manage ordering, storing, and distributing office and departmental supplies via Fiori and SOR.Support travel arrangements and prepare the required documentation (e.g., invitation letters).Organize meeting logistics, including hotel bookings and room reservations.

System Management & Data Handling

Support the rollout and implementation of Salesforce across the IQS SEA region.Maintain accurate data records in CRM and other systems to support service and sales operations.Convert Marketing Qualified Persons (MQPs) into leads and assign to appropriate Sales Representatives based on guidelines.

Project & Team Support

Assist in special assignments or cross-functional projects assigned by the supervisor to support operational goals.Participate in monthly admin meetings and present the best practices or country-specific updates as needed.Coordinate with the Marketing team during seminars, exhibitions, and local events.

Education / Professional Certification

egree in business administration or a relevant field is preferred Strong communication and coordination skills in both English and Mandarin speaking is advantage. Ability to multitask and prioritize in a fast-paced environment. A proactive mindset and willingness to support cross-functional projects.

Experience

 Minimum 2 years of experience in customer service, sales operations, or administrative support role field is preferred Experience in CRM systems, Salesforce, and Microsoft Office Suite. Preferably experience in handling industrial customers

Knowledge / Skills / Other characteristics

Clear and professional in English; strong customer service orientation. Professional appearance, courteous manner with clear and friendly phone voiceExcellent multitasking, time management, and attention to detailSkilled in Salesforce, CRM systems, MS OfficeEffective cross-functional collaboration with engineers, sales, and logistics teamsExperienced in document preparation, travel arrangements, and meeting logistics.Knowledge of quotation, billing, and AR follow-up processes

Committed to high quality service

Your ZEISS Recruiting Team:

Doan Le Thuy Duong