Consumer Client Services Specialist I
Underwriters Laboratories, Inc
Kwai Chung, HK


  • Uses skills and knowledge to resolve complex customer relationship management issues that are escalated from all customer segments
  • Be the customers’ primary contact from various sources (phone and email), on handle test quotation, orders and follow-
  • up activities in a courteous manner

  • Coordinates and develops customer relationships by handling customer inquiries
  • Collects customer product information, identifies the industry that will perform work, and communicates completion time commitments
  • Prioritizes customer needs, determines any special requirements, and obtain required information and samples to open the project
  • Organizes customer information by classifying and segmenting the customer, entering new or updated information into database, etc.
  • using the Customer Relationship Management (CRM) system

  • Provides support for non-technical customer requests, including questions / issues such as billing inquiries, service requests and general UL information
  • Assembles all required reports and documents to be sent to the client in a complete package, measures and monitors customer satisfaction through customer satisfaction reviews, follows up on concerns, informs customer of the certification, and closes the project
  • Actively participates in teams to continuously improve and drive quality into UL’s service to the customer. Proactively suggest improvements.
  • Performs other duties as required
  • Qualifications

  • Diploma or above in Textile Technology / Chemistry / Applies Physics / Mechanical Engineering or related disciplines
  • At least 3 to 6 years’ Customer services experience in factory audit / merchandising / inspection / laboratory testing
  • A team player with good sense of customer focus, good interpersonal and communication skills
  • Good command of both spoken & written English
  • Knowledge of Microsoft Outlook, Word and Excel etc
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