上海招聘

职位描述：
Position: Customer Account Representative (CAR)
Reports To: Service Delivery Manager

Position Summary
Manage the working relationship with contract customers to negotiate, schedule and coordinate all support activities.

Job Description
Key contact with Portfolio Customers.
Ongoing Customer Portfolio management through detailed reporting and management of KPI’s.
Upsell Services and Contracts to generate additional income (commission based)
New sales to existing customers (commission based)
Renew existing contracts (commission based)
Primary contact for all Customer requests.
Scheduling support activities.
Coordinate New Customer introduction with the Sales team.
Project Management of customer upgrades and changes
Support Process Auditing on On-going basis
Limited travel to customer sites

Requirements
*Education： Associate Degree or higher -- relevant business or customer relations experience will be considered.

*Language skills：
English Good Verbal & Written
Chinese (Mandarin) Prof Business Level Verbal & Written

*Experience： 1+ Yr Customer facing position / 2+ Yr Prof Experience.

*Essential Skills： Proficient with MS Office (Word, Excel). Proactive, assertive, organized and detail orientated.

*Useful additional skills：
Negotiation
Project Management
Customer Relations
Professional Appearance & Attitude 举报 分享

Intro of the company公司简介

SSBG has been supporting Multinational companies for over 15 years with Outsourced Enterprise IT Services. We have a multinational support team and we use a structured methodology to support our clients around China. SSBG已经为跨国公司提供了超过15年的企业IT外包服务。我们拥有一支多元化的跨国支持团队，使用系统化的方法来服务于我们在中国的客户。

Services服务

We provide proactive support and reactive support to international clients operating in China.
我们提供积极主动及反应迅速的技术支持，服务于我们在中国的外资客户。
Our clients work with us because we are the Single Point of Contact for IT Services for Businesses in China at the International Standard they expect.
我们的优势是：为企业提供一站式IT 技术解决方案，符合国际标准，因此我们的客户选择与我们合作。

Our main services are 我们主要的服务是：
1.    IT Support (remote / onsite / phone) IT 技术支持（远程/现场/电话）
2.    Managed hosting 数据托管
3.    IT Consulting IT 咨询
4.    Sourcing and setup of hardware and software采购以及设置硬件和软件


How we work 我们如何开展工作

We follow international service standard like ITIL and Project Management. 我们遵循ITIL、项目管理等国际服务标准。
This is how we work daily 我们的日常工作安排：
1.    We use Remote support tools
我们使用远程支持工具
2.    We have a CS (Customer support) team to act as a buffer between technicians and clients
我们拥有一支客户支持团队，作为技术工程师和客户之间沟通的桥梁
3.    We work in a team and with clear escalation procedure (managed escalation process)
我们使用明确的升级程序(托管升级过程)
4.    We work with clear instructions for our technicians
我们对技术工程师有明确的指示
5.    We use an online ticketing & tracking system
我们使用在线下单和跟单系统
6.    We provide a clear & concise documentation
我们提供清晰简洁的文档
7.    We have professional service model
我们提供专业的服务
    

When you work with SSBG you are not left alone with the client. You can always count on a clear escalation procedure and the Customer Support team handles all the client requests / demands.
当你加入SSBG后，你不会独自面对客户的需求。我们提供明确的升级程序，我们的客户支持团队会协助你处理所有客户的请求及需求。

Benefits 福利

You can learn how to: 你可以学习到：
1.    Use ITIL (escalation / assignment / etc.) 使用ITIL(升级/分配/等等)
2.    Follow PM procedures遵循点程序
3.    Learn how to document and report clearly学习如何清晰地记录和报告
4.    Learn how to be part of a multinational team学习如何成为跨国团队的一员