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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

Required Skills & Qualifications

• Bachelor’s degree in business, IT, Data, or a related field.
• 1–3 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.
• 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