Production Specialist
Found in: Talent CN S2 - 7 days ago
Role Purpose
The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs. Do Support process by managing transactions as per requiredquality standards Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue Update own availability in the RAVE system to ensureproductivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all clientqueries Resolve client queries as per the SLA’s defined in thecontract Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting Document and analyze call logs to spot most occurring trends toprevent future problems Maintain and update self-help documents for customers to speedup resolution time Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution Ensure all product information and disclosures are given toclients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus andfacilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteousand professional manner Maintain logs and records of all customer queries as per thestandard procedures and guidelines Accurately process and record all incoming call and email usingthe designated tracking software Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messagesappropriate to listeners and situations Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client Undertake product trainings to stay current with productfeatures, changes and updates Enroll in product specific and any other trainings per clientrequirements/recommendations Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client Update job knowledge by participating in self learningopportunities and maintaining personal networks Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Team Leaders Performance review HR Hiring and employee engagement and retention Training Team Capability development Technical Lead Training, issue escalation/ resolution External Client Query Resolution Display Lists the competencies required to perform this role effectively: Functional Competencies/ Skill Process Knowledge – Knowledge of assigned process, tools andsystems – Foundation to Competent Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell. Expert Applies the competency in all situations and is serves as a guide toothers as well. Master Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization. Behavioral Competencies Collaborative working Problem solving and decision making Attention to Detail Execution Excellence Client (Internal) Centricity Effective Communication Deliver No. Performance Parameter Measure 1. Process No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback 2. Self- Management Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed Invoice to Pay(Transactional Accounting)-
Reconciliation Risk Specialist
Found in: Talent CN S2 - 1 week ago
Dalian, China Citi Full timeThe Reconciliation Risk Specialist performs relatively complex assignments. Has direct impact on the business by ensuring the quality of the tasks or services provided. Works under little to no direct supervision. May service an expansive and/or diverse array of products/services. Applies working knowledge of technical and professional principles and...
-
CN ASCS Data Analyst
Found in: beBee jobs CN - 5 days ago
Dalian, Liaoning, China Amazon Full timeEvery Amazon employee is focused on improving the customer experience for our millions of customers. This Data Analyst role will work closely with the QA and operations teams to provide data and analytical support for customer service improvement opportunity identification, and will provide support to ensure Quality Analysts to do the contact mining to the...
-
QA Analyst(JP)
Found in: beBee jobs CN - 1 week ago
Dalian, Liaoning, China Amazon Full timeEvery Amazon employee is focused on improving the customer experience for our millions of customers. The Quality Assurance Team within Customer Service look for performance opportunities because any behavior spotted, can be corrected with the right feedback. encourage Associates to use their best judgment to uphold the Tenets.Key Responsibilities:-Take a...
-
Surveyor
Found in: Talent CN S2 - 13 hours ago
Dalian, China Lloyd's Register Full timeWe are looking for professionals capable of evaluating the design, production, and in-service aspects of engineering assets. This person should apply relevant procedures, experience, and knowledge to handle routine situations effectively. What we offer you Competitive Salary The opportunity to work for an organization that has a strong sense...
-
QA Analyst(JP)
Found in: beBee S CN - 1 week ago
Dalian, China Amazon Full timeDescription Every Amazon employee is focused on improving the customer experience for our millions of customers. The Quality Assurance Team within Customer Service look for performance opportunities because any behavior spotted, can be corrected with the right feedback. encourage Associates to use their best judgment to uphold the Tenets. Key...
-
Surveyor
Found in: beBee S CN - 2 weeks ago
Dalian, China Lloyds Register Full timeJob ID:39243 Surveyor – Marine & Offshore Lloyd’s Register Location: - Dalian, China What we’re looking for We are looking for professionals capable of evaluating the design, production, and in-service aspects of engineering assets. This person should apply relevant procedures,...
-
Surveyor
Found in: beBee S CN - 4 weeks ago
Dalian, China Lloyds Register Full timeJob ID:39243 Surveyor – Marine & Offshore Lloyd’s Register Location: - Dalian, China What we’re looking for We are looking for professionals capable of evaluating the design, production, and in-service aspects of engineering assets. This person should apply relevant procedures,...
-
Surveyor
Found in: Talent CN S2 - 7 days ago
Dalian, China Lloyds Register Full timeJob ID:39243 Surveyor – Marine & Offshore Lloyd’s Register Location: - Dalian, China What we’re looking for We are looking for professionals capable of evaluating the design, production, and in-service aspects of engineering assets. This person should apply relevant procedures, experience, and knowledge to handle routine situations...
-
Senior Safety Project Lead
Found in: Talent CN S2 - 7 days ago
Dalian, China IQVIA Full timeJob Overview Responsible for management and service delivery excellence for assigned projects, covering single or multiple Lifecycle Safety functions (clinical trial and / or post-market). Provide leadership and accountability for customer-facing activities and oversight of operational service delivery, working cross-functionally and across the opportunity...