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senior client service specialist in Guangdong

posted:
location
Guangdong, Guangdong
job type
合同工
salary
CNY 10,000 每年
reference number
19906
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job description

Job Responsibilities:

工作职责:

? Interact and manage customer’s inquiry or complaint over the phone and through email; this includes troubleshooting, answering questions, and analysis of reported issues.

通过电话或者电子邮件处理客户查询或投诉,包括解决问题,回答问题并分析问题。

? Responds to customer’s inquiries and/or complaints in a timely manner - research and analysis customer inquiry/complaint, identify problem, respond and trouble shooting.

迅速回应客户查询及/或投诉,研究和分析找出问题所在,提供解决方案。

? Identify and prioritize problem cases, and route cases to appropriate or designated resources for resolution and to follow up until case is fully resolved.

确定需要优先处理的案件,作出适当的跟进,直到案件完全解决。

? Generate customer cases using service management tools.

研究和解决所有客户有关发票和付款条件的查询。

? Log details of inquiry/complaint, its comments and actions taken for record keeping.

处理客户信用请求和其他发票调整。

? Understand the specific customer and its trading partner relationship requirements - help users to complete transactions on the GT Nexus’s platform.

了解客户及其交易伙伴的要求-帮助客户在公司的平台上完成交易。

? Monitor transactions and proactively reaching out to customers to assist with completion of their tasks.

监控交易,并主动找出的需求,联系客户,以协助他们完成任务。

? Monitor payments and financial account activity for customers.

辅助客户监测付款和金融项目的活动。

? Document supporting procedures and solutions for common problems.

记录常见问题的处理流程和解决方案。

? Communicate with various internal departments and our partners to ensure an integrated approach is delivered to resolve our client's problem.

与内部各部门和我们的合作伙伴沟通, 综合最佳的方法来解决客户的问题。

? Provide training to clients on various systems and their functionalities.

向客户提供各种系统及其功能的培训。

? Ensure delivery of quality customer service. Elicits feedback from customers to monitor their satisfaction.

与内部各部门和我们的合作伙伴沟通, 综合最佳的方法来解决客户的问题。

? Provide daily guidance and communication to junior team members so that high standard of customer services are provided in a timely, efficient, knowledgeable and professional manner.

向团队成员提供日常指导及沟通,以便他们能够迅速、有效以及专业地回答客户的咨询。

? Any ad hoc projects.

其他临时的项目。

Experience, Skills and Job Competencies:

经验,技能和工作能力:

? 0-3 / 2-5 years of customer service experience and/or operation experience in supporting a software application. 

0-3 / 2-5年的客户服务经验和/或支持软件应用程序运行的工作经验。

? Bachelor degree in any discipline.

任何学科大学学位。

? Working experience and knowledge in global supply chain such as Carrier, Logistics, Trade Operations, Trade Sales preferred.

具有环球物流供应链工作经验,如运输,物流,贸易营运,贸易业务,贸易销售工作经验者优先。

? Help Desk experience a plus.

具有客户支持经验者优先。

? Familiarity with accounting and LCs, banking and credit, import and export industries a plus.

熟悉会计及信用证,银行和信贷,进口和出口经验者优先。

? Ability to work in a time sensitive and diversify environment. A team player. 

能够在一个时效性和多样化的环境下工作。有团队合作精神。

? Proven desire to update product knowledge and skill set where required.  

需持续更新产品知识及技能。

? Strong Customer Orientation, Good Customer Service, Communication, Problem Solving and Analytical skills.  

客户导向,具良好的客户服务、沟通、解决问题和分析能力。

? Excellent Interpersonal and communication skills.  Able to master business spoken and written English, Mandarin and/or Cantonese. Fluency in other Asian languages an added advantage.  

良好的人际关系和沟通技巧。优秀的英语,普通话和/或广东话(口语及书写)。通晓其他亚洲语言者优先。

? Working knowledge of all Microsoft Office applications (Excel, Word, PowerPoint).  

微软应用程序知识(Excel、Word、PowerPoint)。

Additional Experience, Skills and Job Competencies for CSS performing Transportation and technical Support:

针对提供运输和技术支持的客户服务专员,所需要的额外的经验,技能及工作能力:

? Bachelor degree in Information Technology.  

信息技术相关大学学位。

? Working experience in data center operations, data integration, internet protocols, communications/transmission protocols (AS2, FTP).  

具数据中心运营,数据整合,互联网,通信/传输协议(AS2,FTP)工作经验优先。

? Familiarity with EDI, EFT and XML transaction processing a plus.  

熟悉EDI、EFT和XML传输处理者优先。

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