Customer Service Analyst
杭州索非软件开发有限公司
- 公司规模：50-150人
- 公司性质：外资(非欧美)
- 公司行业：计算机服务(系统、数据服务、维修)
职位信息
- 发布日期：2014-07-17
- 工作地点：杭州-滨江区
- 招聘人数：若干
- 学历要求：本科
- 职位类别：统计员 财务/会计助理
职位描述
Customer Service Analyst
The customer service analyst is tasked with handling the day to day activities for all SmartBill clients and ensuring that each client receives the highest level of customer satisfaction. The primary function for a CSA will be to handle all incoming requests and communications from clients (and other 3rd parties such as carriers) or Account Managers that relate to day-to day operational activities. These requests may come in as help desk or emails. The CSA will be responsible for acting on all such requests and ensuring that each item is addressed quickly, accurately and the client is notified of the resolution.
This position involves determining type of request, determining where the request belongs, either handling the request within Customer Service or forwarding to the appropriate department for resolution, following up with the delegated parties to ensure all requirements are met and delivering an accurate end product to the client in a timely fashion. Clients have varying service needs and each CSA will most likely engage on projects or tasks that are client specific in nature.
Role Qualifications
Candidates must have the ability to interface with clients and the ability to delegate and/or partner with Account Manager, Projects, and Operations to ensure all client customer service requirements are completed accurately and in a timely fashion. Must have a thorough understanding of all internal systems and processes to know how to diagnose requests. Must have strong communication skills, both written and verbally, and project a professional company image through phone and email interactions. Must be resourceful and able to handle high volume and urgent situations in a calm and efficient manner.
Minimum Qualifications
High school diploma or equivalent.
Minimum 1 year experience as a Billing Analyst.
Experience in Customer Service a plus.
Necessary Knowledge, Skills and Abilities:
Has thorough knowledge and understanding of all internal systems and business processes in order to use that knowledge to analyze the customer's situation and answer their question(s) or guide them in the right direction. Needs to be well versed in all major functions including Digitizing, Billing, Inventory, Claims, Projects and Reporting.
Requires strong ability to manage deadlines and follow through on all client requests.
Requires a high level of work independence and the ability to be supportive and adapt direction based on company initiatives.
Must have strong emphasis on customer service and quality.
Must able to solve problems and make decisions with good reasoning ability.
Must posses strong communication, listening and interpersonal skills.
Must have an enthusiastic and positive work attitude
Must be able to multi-task, have strong time management skills and be highly organized.
Looks to continuously improve and accepts accountability. Presents a professional and positive manner at all times.
Must have experience with MS office products (Word, Excel, Access, Powepoint)
The customer service analyst is tasked with handling the day to day activities for all SmartBill clients and ensuring that each client receives the highest level of customer satisfaction. The primary function for a CSA will be to handle all incoming requests and communications from clients (and other 3rd parties such as carriers) or Account Managers that relate to day-to day operational activities. These requests may come in as help desk or emails. The CSA will be responsible for acting on all such requests and ensuring that each item is addressed quickly, accurately and the client is notified of the resolution.
This position involves determining type of request, determining where the request belongs, either handling the request within Customer Service or forwarding to the appropriate department for resolution, following up with the delegated parties to ensure all requirements are met and delivering an accurate end product to the client in a timely fashion. Clients have varying service needs and each CSA will most likely engage on projects or tasks that are client specific in nature.
Role Qualifications
Candidates must have the ability to interface with clients and the ability to delegate and/or partner with Account Manager, Projects, and Operations to ensure all client customer service requirements are completed accurately and in a timely fashion. Must have a thorough understanding of all internal systems and processes to know how to diagnose requests. Must have strong communication skills, both written and verbally, and project a professional company image through phone and email interactions. Must be resourceful and able to handle high volume and urgent situations in a calm and efficient manner.
Minimum Qualifications
High school diploma or equivalent.
Minimum 1 year experience as a Billing Analyst.
Experience in Customer Service a plus.
Necessary Knowledge, Skills and Abilities:
Has thorough knowledge and understanding of all internal systems and business processes in order to use that knowledge to analyze the customer's situation and answer their question(s) or guide them in the right direction. Needs to be well versed in all major functions including Digitizing, Billing, Inventory, Claims, Projects and Reporting.
Requires strong ability to manage deadlines and follow through on all client requests.
Requires a high level of work independence and the ability to be supportive and adapt direction based on company initiatives.
Must have strong emphasis on customer service and quality.
Must able to solve problems and make decisions with good reasoning ability.
Must posses strong communication, listening and interpersonal skills.
Must have an enthusiastic and positive work attitude
Must be able to multi-task, have strong time management skills and be highly organized.
Looks to continuously improve and accepts accountability. Presents a professional and positive manner at all times.
Must have experience with MS office products (Word, Excel, Access, Powepoint)
公司介绍
Established in 2005, the Smartbill group manages the communications spend of businesses and governments. Smartbill's software tools give real-time visibility of cost and usage. Smartbill's validation engine audits and validates all usage events. Smartbill's analytics services report objectively on best possible plans to suit the usage. Smartbill's management services outsource enterprises' comms spend to improve efficiency, savings and value.
Smartbill improves the efficiency of an organisation's communications spend. Organisations use Smartbill's console software to monitor their comms usage in near real-time. Organisations use Smartbill's line-by-line automated bill validation and analysis to ensure the optimal choice of plans and carriers. Organisations use Smartbill's outsourced management services to control all aspects of their comms spend, simply and accurately.
Our customers include corporations and governments in the East Asia and Pacific region.
Smartbill is headquartered in Sydney, with offices in Hangzhou.
Smartbill improves the efficiency of an organisation's communications spend. Organisations use Smartbill's console software to monitor their comms usage in near real-time. Organisations use Smartbill's line-by-line automated bill validation and analysis to ensure the optimal choice of plans and carriers. Organisations use Smartbill's outsourced management services to control all aspects of their comms spend, simply and accurately.
Our customers include corporations and governments in the East Asia and Pacific region.
Smartbill is headquartered in Sydney, with offices in Hangzhou.
联系方式
- 公司地址：地址：span杭州市滨江区江南大道4760号亚科中心B楼2002