Senior Customer Support (Mandarin + Japanese Speaker)
Ecovadis
Hong Kong, Hong Kong
3天前

Company Description

EcoVadis offers an exciting, truly international opportunity to build a career while making a positive impact on the environmental and social practices of companies around the world.

Recognized as the most trusted business in the sustainable supply chain space, EcoVadis is driven by a diverse team of over 45 nationalities with offices around the world.

EcoVadis seeks a Senior Business Development Representative to join our highly successful APAC Sales Team.

Join our growing team, we’re looking for collaborative, fun and passionate people to help us make a difference!

Mission

The senior customer support specialist takes ownership of our customers experience and provides high-touch assistance to their questions and concerns.

You are a trusted advisor and have the power to influence by being the eyes, ears, and voice of our company. You are on the front lines of the EcoVadis mission!

Job Description

The objectives of this role are :

Providing support for customers via phone, email, etc., to ease their experience on the platform, answer questions, and provide consultative assistance.

Maintain Product Expertise; To answer customer complaints and questions, senior customer service specialists must be experts in its products.

Take appropriate steps to listen, understand, and engage with the customer to find solutions and communicate options.

  • Developing a comprehensive understanding of the EcoVadis platform, processes, and practices to ensure quality assistance with incoming customer queries;
  • continuous learning is necessary to expand service offerings and make improvements.

    Understanding and communicating industry best practices and the evolution of EcoVadis product, platform functionality, methodology, and administrative services integral to the customers success.

    Identifying risks to the customers’ successful completion of the EcoVadis evaluation process and actively work to mitigate issues before they happen, working with internal and external stakeholders to facilitate communication and information exchange.

    Capturing internal and customer-sourced insights, then proactively reporting and contributing as necessary with the Team Leader, Management, and other EcoVadis BUs to bridge gaps that may exist between customer expectations and participation.

    Assist Management in Training and Developing Customer Service Representatives.

    Ability to interact with other departments seamlessly, handling escalations and focus on proactive support (Bad feedback checks / classification).

    Additional responsibilities related to the function may be required.

    Qualifications

    You must have an exceptional level of drive and a desire to learn new skills. You should have excellent verbal and written communication, interpersonal and active listening skills, as well as the ability to connect with others easily.

    Specific qualifications for the role include :

    Business fluency in Japanese (nearly native), Mandarin and English is a must; proficiency in additional languages would be a plus.

    At least 4 years of experience, preferably with international exposure in a customer service / support role.

    Experience in Customer Service, Customer Support or Help Desk.

    Ability to speak with a customer as first-level support.

    Customer and quality-oriented attitude.

    Being open-minded and flexible.

    Excellent written and verbal communication skills.

    Good time management with strong organizational skills.

    Interest in Sustainability would be a plus.

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