Customer Services Consultant (2nd line)
CN-Shanghai, China
As a Customer Services Consultant, you solve customer tickets that come in via your first-line colleagues. As a specialist in a specific area of our planning solution, you address problems that require more technical knowledge.
You are responsible for:
- Making your customers’ day by providing solutions for the challenging problems they experience.
- Taking ownership of the problems assigned to you and communicating the implemented solution to your customer.
- Finding the most suitable solution using your acquired technical knowledge and specific expertise.
- Updating Customer Services knowledge base to ensure our expertise gets documented.
- Maintaining a strong network within your team and the company to find the optimal solution for your customer.
- Balancing your time, priorities, and incoming tickets while always keeping an overview.