Full Time

Client Service Specialist

Posted 4 weeks ago
Application ends: November 20, 2021
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Job Description

Location: Shenzhen, China

About Infor

Infor delivers end-to-end ERP and strategic edge applications that are integrated and delivered in a multi-tenant cloud. We believe that customers need industry-specific solutions and that one size does not fit all.

We are proud to serve more than 68,000 companies worldwide. Infor is a standalone subsidiary of Koch Industries, Inc., which has annual revenues of over $110 billion.

For more information visit www.infor.com

Position Summary

Provide excellent service to our customers to help them solve problems.

Your Responsibilities Include

  • Interact and manage customer’s inquiry or complaint over the phone and through email; this includes troubleshooting, answering questions, and analysis of reported issues.
  • Responds to customer’s inquiries and/or complaints in a timely manner – research and analysis customer inquiry/complaint, identify problem, respond and trouble shooting.
  • Identify and prioritize problem cases, and route cases to appropriate or designated resources for resolution and to follow up until case is fully resolved.
  • Generate customer cases using service management tools.
  • Log details of inquiry/complaint, its comments and actions taken for record keeping.
  • Understand the specific customer and its trading partner relationship requirements – help users to complete transactions on the GT Nexus’s platform.
  • Monitor transactions and proactively reaching out to customers to assist with completion of their tasks.
  • Monitor payments and financial account activity for customers.
  • Document supporting procedures and solutions for common problems.
  • Communicate with various internal departments and our partners to ensure an integrated approach is delivered to resolve our client’s problem.
  • Provide training to clients on various systems and their functionalities.
  • Ensure delivery of quality customer service. Elicits feedback from customers to monitor their satisfaction.
  • Provide daily guidance and communication to junior team members so that high standard of customer services are provided in a timely, efficient, knowledgeable and professional manner.
  • Any ad hoc projects.

Knowledge And Skills, You Bring To The Organization

  • More than two years of customer service experience and/or operation experience in supporting a software application.
  • Bachelor degree in any discipline.
  • Working experience and knowledge in global supply chain such as Carrier, Logistics, Trade Operations, Trade Sales preferred.
  • Help Desk experience a plus.
  • Familiarity with accounting and LCs, banking and credit, import and export industries a plus.
  • Ability to work in a time sensitive and diversify environment. A team player.
  • Proven desire to update product knowledge and skill set where required.
  • Strong Customer Orientation, Good Customer Service, Communication, Problem Solving and Analytical skills.
  • Excellent Interpersonal and communication skills. Able to master business spoken and written Japanese, Mandarin and written English.
  • Working knowledge of all Microsoft Office applications (Excel, Word, PowerPoint).