Job ref no.: CT3114389-01#7946

Customer Support Analyst

Sierra Wireless Hong Kong Limited

  • 13-month pay
  • Insurance plan
  • Medical plan

Position Summary:

Processing customer returns, validate incoming request, issue return merchandise authorization (RMA), handle inbound/outbound shipping, triage returned RMA devices, Maintain stock for warranty service, manage factory repair/rework and work with various departments to settle customer’s claim against RMA.

Key Responsibilities:

  • Provide quality repair services to both local & overseas clients via telephone and email
  • Managing the ongoing customer relationship and escalating customer problems
  • Liaising with other departments such as Operations, Finance, Product Management to ensure timely resolution of customer requests and problems
  • Collaborate with quality team to conduct failure mode analysis
  • Process and follow up customer service orders, database entry and logistics problem solving


  • Bachelor Degree or Associates Degree of Science/Engineering and 5 years relevant work experience in enterprise technology operations or customer service, developing and managing customer relationships
  • Proficient in spoken and written English / Mandarin / Cantonese
  • Exceptional communication skills: experience using the telephone as your primary communication tool but equally comfortable in face-to-face meetings
  • Exceptional listening skills: the ability to actively seek for details and develop a response that moves the situation forward
  • Strong negotiation and conflict resolution skills, adapt at rapid problem solving. High level of business acumen, the ability to understand and add value to our customer's business
  • Experience with finance and global logistics an asset Computer literacy with Microsoft Office - strong PowerPoint and Excel skills
  • Knowledge in manufacturing of mobile communications products and ISO9001 standard
  • Self-motivated, out-going, organize, interpersonal, patient and customer-oriented
  • A good team player and willing to work under pressure


For interested candidates, kindly send latest CV with current and expected salary to us by email.

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More job information
Job ref no. CT3114389-01#7946
  • N/A
Job Function
  • Shatin
Employment Term
  • Permanent
  • Full-time
  • 5 years - 10 years
Career Level
  • Entry level
  • Degree