Customer Support BI

Key Responsibilities:

1. Customer Engagement & Issue Resolution:

Serve as a primary contact for customer inquiries and support requests.

Investigate and resolve customer issues through structured troubleshooting and system analysis.

Coordinate with SSC to log and track tickets (e.g. Cofitil) for resolution from headquarters.

Ensure clear timely and empathetic communication with customers throughout the resolution process.

2. Portfolio Identification & Support:

Support portfolio identification activities using internal tools and data sources.

Assist in translating customer enquiry into actionable insights for internal teams.

Work with Account Managers to support client needs and deliverables.

3. Cross-Functional Collaboration:

Liaise with SSC teams Account Managers Solution Delivery and Production Centre to resolve issues and improve service delivery.

Effectively communicate customer feedback to internal stakeholders.

Participate in meetings to represent customer needs and perspectives.

4. Operational Support & SLA Tracking:

Monitor ticket queues and ensure timely escalation and resolution in line with SLAs.

Track service performance and flag risks delays or bottlenecks.

Support adherence to service standards across all support channels.

5. Data Analysis & Troubleshooting:

Analyze support data to identify trends recurring issues and improvement areas.

Apply structured problem-solving approaches to resolve operational and technical issues.

Maintain documentation of known issues and solutions.

6. Process Improvement & Operational Efficiency:

Suggest and support implementation of process improvements to enhance efficiency and customer satisfaction.

Collaborate with SSC to streamline workflows and reduce turnaround time.

Ensure compliance with internal policies and operational procedures.

7. Documentation & Reporting:

Prepare reports on support performance issue trends and SLA adherence.

Maintain and update knowledge base articles FAQs and process documentation for the China market.

Support post-incident reviews and continuous improvement initiatives.

Qualifications :

Required Skills & Qualifications:

Bachelors degree in business IT Data or a related field.

13 years of experience in customer support service operations or similar roles (fresh graduates with relevant internships are welcome).

Strong problem-solving and analytical thinking skills.

Good communication skills in English and Mandarin (required for China-based role).

Ability to work collaboratively across teams and manage multiple tasks.

Customer-focused mindset with attention to detail.

Preferred Qualifications:

Familiarity with CRM systems or ticketing tools (e.g. Salesforce ServiceNow Jira).

Basic data handling skills (Excel or visualization tools like Power BI).

Exposure to shared service environments or service operations.

Understanding of root cause analysis methodologies.

Awareness of Lean or continuous improvement practices is an advantage.

Additional Information :

• Flexible working model after the 6th month
• Great place to work: central and modern office 
• Opportunities to learn: budget every year for training languages platform e-learning platform dedicated development program
• Career opportunities: Opportunity to build your career (both locally and internationally) in a large global company one of the world leaders in its field
• Health care

Remote Work :

No

Employment Type :

Full-time