Global Business Services-Asia Pacific (苏州)Service Helpdesk(日语组：要求日语流利)

JOB PROFILE

 

Job Title:          Service Helpdesk

Job Level:                  Administrator, Service Support

Organization: one famous fortune 500 company- Global Business Services-Asia Pacific (China)

Work Location:                 Suzhou, China

Work Pattern:          8 hours/day, 5 days/week

Travel Requirements:   Minimal or no traveling expected

 

PURPOSE

 

The Service Helpdesk is responsible for handling query handling process across specific business sector(s) and countries serviced by GBS-Asia Pacific (China).

 

REPORTING RELATIONSHIP

 

Reports directly to:

·         Customer Contact Team Lead (China)

 

PRINCIPAL ACCOUNTABILITIES

 

Service Helpdesk Management

·      Act as 1st point of contact and handles daily query calls routed to GBS–Asia Pacific (China)

·      Route unresolved queries to 2nd tier Support (accountants, business processors) when issue complexity go beyond own capability

·      Perform problem tracking and ensure that issues are properly documented, prioritized, tracked, and resolved within the Service Level Agreements (SLA)

·      Monitor issues and queries logged and ensure timely escalation so that they are resolved and closed to meet internal and external expectations

·      Maintain service helpdesk activities and update service request database as required

·      Identify opportunities and provide inputs to improve the Service Helpdesk process

·      Ensure that Customer Contact Model is administered and works smoothly to maximize customer satisfaction

·      Develop, build and maintain relationships with all markets and business sector(s) serviced by GBS-Asia Pacific (China)

 

Customer Service

·         Deliver service excellence and maximize customer service and satisfaction

·         Develop effective working relationships with key stakeholders (external / internal customers, co-workers)

·         Maintain professional attitude during query handling and resolution of issues

·         Ensure that service levels and targets are met as per Service Level Agreements

 

Audit and Compliance

·         Ensure current processes, operations, systems, databases and information security are up to date and comply with proper accounting and legal principles/policies/procedures, including GAAP, Company WWP (worldwide procedures), SOX and others

 

EXPERIENCE AND QUALIFICATIONS

 

·      At least Pre-University or College Qualification

·      Basic Accounting background desirable – especially in the area of AP and/or AR processing

·      0 – 2 years experience in Customer Service or Helpdesk function

·      Special language skills – ability to read, write and speak English

·      Must be fluent in Japanese (at least Japanese level 1)

 

Anyone who is interested in this position, please send your resume to cindy_li@. Only short-listed candidate will be contacted

 

 

About Kelly Services is described as follows.

 

Kelly founded the temporary staffing industry in 1946, and has maintained a leadership position through the years based on a valuable premise: we invest in people.

 

Kelly Services, Inc. (NASDAQ:  ,  ) is a Fortune 500 company headquartered in Troy, Mich., offering staffing solutions that include temporary staffing services, outsourcing, vendor on-site and full-time placement. Kelly operates in 33 countries and territories. Kelly provides employment to more than 750,000 employees annually, with skills including office services, accounting, engineering, information technology, law, science, marketing, creative services, light industrial, education, and health care.

 

Our Greater China system, with 11 locations in Shanghai, Beijing, Guangzhou, Hong Kong, Tianjin, Chengdu, Shenzhen, Xiamen, Dalian, Nanchang and Suzhou, is seeking good candidates to join Kelly.