-JOB
DUTIES & RESPONSIBILITIES
§
Provides empathetic, courteous client service in an accurate and timely
manner in accordance with existing procedures.
·
Logs
inbound support calls/emails, prioritizes them and collects pertinent
information. Also responsible for translation of inbound support
calls/emails.
§
Develops and maintains effective Client communications and ensures
client satisfaction and improvement in client retention.
·
Answers inbound telephone requests for assistance and questions from
clients and the sales team regarding products and services, including
billing, account changes, and investigates, researches, analyzes and
resolves problems.
·
Calls clients on a proactive basis to ensure customer satisfaction and
retention and makes sure that current services and product features are
being utilized and understood.
·
Provides expertise and guidance to other representatives. May assist in
their training, or make recommended changes to classes or new
procedures.
·
Maintains appropriate records on all client calls and provides follow-up
on client surveys to check on how service and service charges have been
received.
·
May prepare statistical reports regarding client base on: quality
scores, business retention, revenue base. Keeps immediate supervisor
appraised of activities on monthly basis.
·
Maintains Client master record and product files, by updating required
databases with all new client information, including but not limited to
billing charges, renewal dates, product codes, support upgrades, and
customer and product change information.
·
Ensures timely payment for new maintenance/support contracts by
contacting clients, confirming contractual obligations have been met,
forwarding any outstanding issues to the appropriate manager for
resolution.
·
Prepares customer invoice documentation, by compiling customer data for
billings, printing invoice
·
attachments, forwarding information to accounting and sales for invoice
production and delivery.
·
Determines probability of contract renewal, by contacting all clients
who have not used the support service in the last 4 months, determining
level of satisfaction, risk, etc. Forwarding this information to the
appropriate managers and account manager. Preparation of “no support”
letters for clients declining support.
§
Manages workload effectively and provides accurate accounting of work
and time allocation.
§
Provides team mentoring and leadership, contributing to a positive team
environment.
-JOB
REQUIREMENTS
§
Requires
3 - 5
years’ related experience
§
Requires knowledge of standard office practices.
§
Requires the ability to use Microsoft Office applications
§
Requires organizational skills to ensure deadlines are met
§
Requires oral communication & interpersonal skills to answer & respond
to client issues in a service-oriented manner.
§
Requires problem solving skills
§
Requires decision making skills to make procedural decisions
§
Requires leadership skills.
-Location:
Shanghai
Please send your English resume to Noel Sebastian
at
nsebasti@baan.com.
