JD of Client Service Specialist (EDI Technical Support)

POSITION:    Client Service Specialist (EDI Technical Support)

LOCATION:    Shenzhen, China

JOB TYPE:     Customer Service/Technical Support

COMPANY:     The leader in cloud platform of global supply chain management

KEY RESPONSIBILITIES:

  • Interact and manage customer’s inquiry or complaint over the phone and through email; this includes troubleshooting, answering questions, and analysis of reported issues.
  • Responds to customer’s inquiries and/or complaints in a timely manner – research and analysis customer inquiry/complaint, identify problem, respond and trouble shooting.
  • Identify and prioritize problem cases, and route cases to appropriate or designated resources for resolution and to follow up until case is fully resolved.
  • Generate customer cases using service management tools.
  • Log details of inquiry/complaint, its comments and actions taken for record keeping.
  • Understand the specific customer and its trading partner relationship requirements – help users to complete transactions on the company’s platform.
  • Monitor transactions and proactively reaching out to customers to assist with completion of their tasks.
  • Monitor payments and financial account activity for customers.
  • Document supporting procedures and solutions for common problems.
  • Communicate with various internal departments and our partners to ensure an integrated approach is delivered to resolve our client’s problem.
  • Provide training to clients on various systems and their functionalities.
  • Ensure delivery of quality customer service. Elicits feedback from customers to monitor their satisfaction.
  • 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.
  • Any ad hoc projects.

QUALIFICATIONS:

ADDITIONAL:

  • Bachelor degree in Information Technology.
  • Working experience in data center operations, data integration, internet protocols, communications/transmission protocols (AS2, FTP).
  • Familiarity with EDI, EFT and XML transaction processing a plus.
  |  Lesley Xiao is Geeker's Branch Manager in Shenzhen. She is an experienced and professional recruiter specialize in technology recruitment. She filled the positions in field like ERP, Software Development, Business Intelligence, Big Data, Banking IT and Internet Finance etc.  |  more
              
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