client service executive (fresh graduates welcome).

The role is also responsible for liaising and participating in cross functional teams and projects as required to support our customer base, including but not limited to working with the technical teams, account management, regional sales/business development managers, Assistance and Operation teams, product management, travel data team, project coordinator to ensure a successful implementation and overall client satisfaction with the services.

about the team.

Reporting to Regional Office in Beijing, Dotted line reporting to Hong Kong Office.

about the job.

• Manage and support a list of Key Accounts within assigned territory.
• Follow up with customers after deployment to ensure that the client has been successful with getting the solutions adopted by their user base.
• Ensure the continuity of the remaining implementation tasks after the handover of onboarding team (remaining Data feed setup etc.)
• Engage with territory clients to understand, analyze, document and influence the decisions of
• customers.
• Capture feedback from customers on how to improve the Services and drive their optimal usage.
• Negotiate project plan and ensure scheduled events and milestones are delivered on time.
• Engage and maintain Data Accuracy review with clients.
• Deliver periodic status reports to internal and external clients.
• Train clients on using our solutions effectively.
• Proactively engage client on utilization of their solutions and services (preparation, review and presentation of utilization and activity reports).
• Support Client Business Reviews by work with the Account Manager to prepare the necessary information and participate the meeting with client
• Direct client management of a designated set of existing non-key accounts including managing the renewal, up selling and cross selling of International SOS products and services into these clients.
• Maintain up-to-date product and road-map knowledge and expertise thus supporting the Head of CSP in their goals to build a high-performance team and deliver ‘best-in-class’ services.
• Coordinate and help on the training of new joiners in the team.
• Be the point of contact for additional product trainings or implementation support.
• In events of service disruptions / failures, to escalate to Head of CSP, to ensure that appropriate corrective action is implemented to restore service for the client(s).
• Identify up-sell opportunities and coordinate client contact with Sales.
• Use continuous service improvement and work closely with other members of the team to proactively identify opportunities or requirements to implement improvements to services.

skills & experiences required.

• Proven experience in a client service role, with international corporate organizations.
• Proven service delivery experience for an enterprise application that is delivered as an online service.
• Exposure in dealing with multiple contacts from different geographical areas.
• Strong project management experience.
• Global knowledge and previous experience to international markets.
• Ability to establish and maintain relationships with clients and cross departmental team members.
• Ability to work across technical and business unit teams to achieve results.
• Ability to project a professional image and communicate concepts and issues at a level appropriate to the audience.
• Commitment to provide a high level of service to customers.
• Excellent organization skills with proven ability to manage multiple concurrent projects and to adjust to frequent changes in project priorities.
• Proficient in English, Cantonese and Mandarin.

Interested individuals can click apply now and send through an updated resume in WORD format. For a more comprehensive list of current opportunities, please visit https://www.randstad.com/jobs/q-hong-kong/ or contact Boris Lee at + 852 2232 3497 or email boris.lee@randstad.com.hk

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