| Job Description:
Description: - Provide telephone and email support to customers from Aisa Pacific and Japan by answering inquires and assisting customer incidents on daily basis. Most of the application software belongs to aviation and aeronautics domain. - Ensure quick response to customer request via phone, email or other method, within SLA requirement. Provide customer support in professional manner, be polite and patience to customer, maintain customer satisfaction - Logging each customer request using CRM ticketing tool and follow up on daily basis. Carry out troubleshooting based on personal technical skills and team knowledge database. - Uphold consistent processes and case handling standards according to agreed procedure. - Proactive coordination among different functional teams and departments to solve customer issues. - Learn new technologies and deliver training internally and externally. Contribute to team knowledge base proactively. - Occasional on-site installation assignment and customer visit. Requirements: - Bachelor Degree with 2 year of working experience / Master Degree. Competent Bachelor Degree holder without working experience will also be acceptable. - Be capable in application issue analysis and troubleshooting. Good knowledge of oracle, xml, tomcat. -Excellent understanding of the role of a Help Desk/Call Centre Agent, good sense of customer-oriented service -Outstanding customer service and interaction skills, with excellent phone communications capabilities. - Outstanding verbal and written communications skills in both English and Chinese, French will be a plus. -Good problem-solving ability and analyzing ability; be able to handle emergency. -Be self-confident and self-motivated; have career motivation; have good working attitude -Ability to work under pressure, multi-task and prioritize in a fast paced and dynamic environment -Strong commitment and team spirit -Self management skills and initiative and a proactive way of work If you are interested in this job, please be free to contact us by teachcn@yahoo.com.cn |
