Customer Support - BI

Job description

Key Responsibilities: 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. Required Skills & Qualifications: • Bachelor’s degree in business, IT, Data, or a related field. • 1–3 years of experience in customer support, service operations, or similar roles (fresh graduates with relevant internships are welcome). • Strong problem-solving and analytical thinking skills. • Good communication skills in English and Mandarin (required for China-based role). • Ability to work collaboratively across teams and manage multiple tasks. • Customer-focused mindset with attention to detail. Preferred Qualifications: • Familiarity with CRM systems or ticketing tools (e.g., Salesforce, ServiceNow, Jira). • Basic data handling skills (Excel, or visualization tools like Power BI). • Exposure to shared service environments or service operations. • Understanding of root cause analysis methodologies. • Awareness of Lean or continuous improvement practices is an advantage. Flexible working model after the 6th month Great place to work: central and modern office Opportunities to learn: budget every year for training, languages platform, e-learning platform, dedicated development program… Career opportunities: Opportunity to build your career (both locally and internationally) in a large global company, one of the world leaders in its field Health care At Coface, we make trade happen everyday. Our 5,200 experts representing 80+ nationalities in 58 countries are united by a shared purpose: helping companies navigate through uncertainty by empowering them to make the right decisions and trade smarter in a complex world. With nearly 80 years of global experience, we offer companies a full range of solutions: Trade Credit Insurance, Business Information, Debt Collection, Single Risk insurance, Surety Bonds, Factoring — all driven by a unique data patrimony, cutting-edge technology, innovation and a deep understanding of the global economy. Joining Coface means being part of a close-knit international organization, where your ideas matter. We foster a culture of learning, collaboration and inclusion where you are given responsibilities and can see the impact of your actions. Shape the future of trade with us. Join our Happeners!