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

发布时间：2009-04-14
工作地点：其它
信息来源：Kelly Services
职位类型：全职
职位描述
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@kellyservices.cn. 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.