Investment Category/Industry

American Global Information Technology

Business Field

【Current # of staff】158, 000 in 49 countries/ 178 in Dalian 

【Business Field】 Management Consulting, Information Technology,  Outsourcing

Personnel Requirements

【Job Title】 CSM Senior Analyst

【# of openings】1

【Gender】N/A

【Age】<40

Employment Location

Dalian

Key Responsibilities

Service Management

Ensuring smooth running centre operations and fulfillment of Service Level Agreements
Produce APSSC SLA and overall Reports periodically and distribute to relevant stakeholders
Maintain and coordinate business relations with all functions to ensure quality service is delivered

Help identify issues and resolve such in a proper and timely manner
Produce standard business reports or data upon function or APSSC Management requests including: ACD report, Siebel report, and client visit report
APSSC Portal maintenance and communication, update of portal;
Maintain and update the standard distribution list for several countries of the Asia Pacific region; add new hires to the proper distribution list
Assist and coordinate all new business initiatives and developments by providing technical support or assistance

Business Systems Administrator and Operations Coordinator

ACD/IVR Administration
1. Maintain and ensure accuracy of the ACD agent ID management;
2. Assist in ACD process modification; make adjustments to ACD system as a result of any service transition, service scope expansion, business process modification etc.
3. Produce ACD daily, weekly, monthly and ad-hoc reports for function leads as their reference data for continuous improvement.
 

CSS (Siebel) Administration
1.Serve as Siebel functional expert for supported users
2.Responsible for setup of new Siebel users
3.Responsible for creation of new Siebel platforms (Process, Sub-Process, Reason)
4.Serve as liaison between end users and Siebel technical team
5.Responsible for CRT/sign-off on all Siebel releases/updates
6.Responsible for Siebel enhancement request process
 

Back-up functions for handling service requests from customers; Providing ACD/CSS operating training and daily advice;
Regular contact functions for change request and troubleshooting

Internal and External Client Visiting Management:

To play as the single contact point of any client visit request, overall VIP client visit reception management, this covers Pre-visit, the Actual visit and After visit by following a set of standard procedures. 

Required Experience/Skills

【Academic Degree】 Relevant studies/qualifications.

【Computer Skills】 Proficient in office application software (MS Office including Excel, Work, PPT, and Visio) 

【Languages】 Proficient both in spoken and written English and basic Chinese

【Other】 Technical knowledge preferred; reporting skill is an advantage 

Salary & Benefits

【Gross Salary】 TBA

【Housing Provided】 No

【Company Transportation】 No

【Benefits(e.g. insurance)】 Medical Insurance/Paid holidays

Department Information

【Department name】 Enterprise