Customer Service Executive Asia Pacific

At IDEMIA

we are passionate about shaping the future of secure identity and authentication solutions. Our innovative technologies play a crucial role in enhancing security, privacy, and convenience for individuals and organizations worldwide.

You may not know our name, but you have surely used our innovations and solutions. Our mission is to unlock the world and make it safer through cutting-edge identity technologies. Every day, around the globe, we are enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as digital space. We are transforming their lives by making the world more secure and yet also more streamlined.

We have brought together complementary know-how and technologies that have never been combined before for both the physical and digital era: secured connectivity, secured payments and secured identity management. Cybersecurity, biometrics, large scale distributed systems and Cloud computing, analytics and smart devices are at the core of both our physical products and our software and systems.

We serve our clients in 180 countries thanks to our 15,000 employees worldwide.

About IDEMIA Public Security

We are dedicated to serving government and public security entities and, in so doing, IDEMIA is committed to the responsible use of technology for public safety. We develop cutting-edge biometrics technologies and identity verification systems that prioritize privacy, human rights and ensure fair and unbiased application. We are also committed to building an inclusive and diverse culture and our impact on sustainability. For example, in 2023, the Life Cycle Assessment for Vision Pass SP revealed a 38% energy reduction, attributed to its sustainable smart power-saving mode

Purpose

This role is responsible for executing customer orders and ensuring seamless coordination with internal and external stakeholders. The primary objective is to maximize customer satisfaction through efficient order delivery while supporting revenue generation and overall profitability.

Mission

• Perform administrative tasks within the customer service scope, including Order Management, Order Acknowledgement, and ensuring on-time invoicing.
• Manage end-to-end customer communication for all Business-As-Usual (BAU) activities, including handling incoming requests, inquiries, and complaints.
• Coordinate order execution with relevant internal teams and support the Account Manager to ensure timely delivery.
• Manage the complete Sales Order process, including onboarding new customers, stock management, quoting, and invoicing.
• Support regulatory, customer, and internal compliance requirements under supervision.
• Prepare reports, presentation materials, and correspondence within the defined scope.

Responsibilities

The Customer Service Executive for the Asia Pacific region will focus on delivering high-quality support to clients and partners. The key responsibilities include:

• Managing customer inquiries and ensuring prompt and accurate responses.
• Handling order processing and coordinating with cross-functional teams for smooth execution.
• Monitoring stock levels and ensuring correct quoting and invoicing practices.
• Ensuring timely resolution of issues and providing exceptional service standards.
• Supporting internal processes related to customer onboarding and order lifecycle management.

Soft Skills & General Requirements

• Strong communication skills (English & Hindi).
• Effective problem-solving and analytical abilities.
• Good time management and ability to work with strict timelines.
• Customer-focused mindset with a commitment to service excellence.
• Team player with strong collaboration skills.
• Detail-oriented with accuracy in documentation and reporting.
• Experience in query resolution and complaint handling.
• Familiarity with BAU processes and customer operations.
• Proficiency in MS Office (Excel, Word, PowerPoint, Outlook).