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.
2.
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.
3.
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.
4.
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.
5.
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.
6.
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.
7.
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.