北京招聘

Responsible for all elements of Client Support across the Greater China region, to ensure the operation is customer focused and fulfils all its obligations with optimum efficiency and economy.

Key Responsibilities

CLIENT SUPPORT RESPONSIBILITIES
- Develop a true client support ethos that places excellent customer service above all other considerations
- Act as the principle point of contact for all client related matters across the Greater China region
- Ensure all client queries, questions and requests are handled in a professional and timely manner, to include correspondence via Salesforce, telephone and email
- Deliver prompt responses/updates/solutions within agreed SLA to both internal and external customers
- Ensure appropriate allocation of resources to ensure service levels are achieved and standards are maintained on an on-going basis both across Greater China and the wider APAC region
- To continuously evaluate existing processes and procedures to ensure targets are met
- Liaison with product development team to effect changes/improvements to internal systems and external products

CLIENT RELATIONSHIP MANAGEMENT RESPONSIBILITIES
- Chair regular monthly/quarterly service review meetings with key clients to monitor performance against contracted SLAs and KPIs, plus ensuring operational compliance and terms & conditions of contract are met
- Manage and measure service levels, client satisfaction and other key performance criteria across the Greater China region via tools including client satisfaction surveys
- Ensure trends in client needs are responded to and fed into the appropriate product development process
- Proactively develop close working relations with clients with the aim to identify opportunities for the sales team to up and cross sell enhanced products and services
- Escalate issues where necessary to Client Support Manager Greater China and/or Regional Director to ensure high client satisfaction is maintained at all time
- Effectively represent the interests of Experian FootFall with both clients and suppliers


TECHNICAL SUPPORT RESPONSIBILITIES
- Responsible for the provision of Greater China technical support functions, to include first line, second line and field service support. To deliver prompt responses/solutions to both internal and external customers via Salesforce, telephone and electronically via e-mail
- Manage all third party supplier relations ensuring customer service and operational delivery standards are met with optimum efficiency and economy
- Chair monthly service review meetings with third party suppliers ensuring operational compliance and terms and conditions of contract are met
- Development of appropriate product knowledge to a level commensurate with managing a team responsible for providing effective support to both internal and external customers
- Provide cover to fellow technical support colleagues across the wider APAC region for both planned and unplanned leave

MANAGEMENT SUPPORT RESPONSIILITES
- Create and collate regular management statistical reports on client support activity and current projects for presentation and distribution
- Review and analyse targets, objectives and service level agreements across Greater China
- Ensure management information is maintained to satisfy requirements of both internal and external customers including Client Support Manager Greater China

TEAMWORK
- Organisation of own time and tasks to complete allocated work on time as assigned by line manager

PERSONAL DEVELOPMENT
- Continual development through the identification and action of own Personal Development Plan

Job Requirements and Qualifications
- University degree
- Minimum experience of 3 years in a client support role
- Excellent written and verbal communication skills
- Attention to detail
- Good all round administration skills
- Good PC literacy
- Working knowledge of Windows O/S
- Working knowledge of MS Office
- Ability to actively manage third party contracts

关于益百利上市公司：

益百利在伦敦证交所上市，且为FTSE 100指数的成分股。益百利总公司位于爱尔兰都柏林，在英国诺丁汉和美国加利福尼亚科斯拉梅萨设有运营总部。集团在全球40个国家雇佣约17000名员工，服务遍及全球超过65个国家的客户。在于2012年3月31日结束的会计年度里，营业额为45亿美元。

益百利是向组织和客户提供信息、分析和营销服务的全球领导者，协助他们管理制定日常商业和财务决策的风险及报酬。结合我们完备的信息工具以及对个人、市场和经济体的深入了解, 我们专精于向客户提供更深入见解，帮助他们在可获利的情况下赢得客户，并从现有客户获得做大的价值。

益百利在亚太区支持众多垂直市场中的客户，包括金融服务、电信、零售、保险、汽车、教育、政府机构、休闲、传媒、房地产、科技、直销和公共事业。

我们提供涵盖多个领域的产品及服务，例如 信贷风险与欺诈管理和决策分析，客户与企业信息和以客户为中心的营销活动。