ADROITSQUARE

• Graduation in any discipline.

Minimum 5+ years in handling and supporting overseas clients

• Experienced in client interaction through e-Mail / chats / phone
• Experience in relevant industry would be preferable
• Experience in directly managing a team would be an added advantage
• sounds confident, assertive on customer calls (video and/or audio conference)
• Highly organized, self-motivated and passion for creating customer satisfaction
• Takes ownership of the process/team end-to-end to achieve organisations and customer’s objective
• Demonstrates high level of energy, is flexible, is multi-tasking, etc.
• Proficiency in Browsing, MS – Office suite
• Knowledge in designing software’s for Print and Digital Advertising industry or Printing Technology knowledge would be added advantage

Evaluation Metric -2 KRA PERFORMANCE  (Client Management)

•  Single point contact for the client and the senior management for a specific shift/team
• Must be organized with good project management, sales and strategic planning abilities
•  Must have in-depth knowledge about the company's products and services; and be comfortable training end users in one-on-one and group settings
• Must have strong problem-solving and follow-through skills and be able to work independently, lead teams and interact with various levels of management

Evaluation Metric -3 KRA PERFORMANCE  (Project Management)

•  Oversee and coordinate the day-to-day shift/team activities
• Oversee and coordinate client escalated production/operational issues

 Closely work with production/operations team on staffing schedules

• Manage and oversee effective dissemination of client information to the production teams and maintain appropriate documentation in line with ISO & QMS requirement
• Responsible for quality and timely completion of all self- and team- deliverables
• Monitor the effectiveness of the processes and recommend continual improvements
• Ensure that the feedback from Revision analysis / star ratings are disseminated to the team members and taking ownership of the appropriate action items for improvement
• Timely flagging of issues to management through organised (preferred) and ad hoc channels

Evaluation Metric -4 KRA PERFORMANCE  (Reports Management)

• Manage and maintain all client dashboards and responsible for distribution of reports in an agreed timeframe or SLA
•   Manage and improve service levels
•  Manage and maintain demand/volume vs. capacity reports and provide necessary insights to internal and external stakeholders
• Responsible for timely preparing Service Recovery Reports for defective products

Follow a systematic triage process when responding to customers on escalations