Customer Services Consultant (1st line) - APAC
Shanghai, China
Your challenge
As a Customer Services Consultant, you are the first point of contact when customers encounter issues with our software. With your high-level overview, you gather the necessary information on their questions and issues. You then assign tickets to second-line colleagues, or if necessary, to third-line experts.
You are responsible for:
- Making your customers’ day by providing solutions for the challenging problems they experience.
- Reducing outstanding customer calls. You take ownership of the tickets assigned to you and are determined to find solutions.
- Accurately estimating the importance, urgency, and difficulty of the support request.
- Preparing clear and structured input on tickets that need support from one of your colleagues and ensuring the ticket is handled accordingly.
- 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
- Supporting the invoicing process (commercial admin profile):
- Establish invoices respecting the rules and regulations
- Gathering information and preparing reports of travel costs for invoicing.
- Managing and filing commercial documents such as incoming customer orders and outgoing customer offers
- Making financial planning and invoicing schedules for software projects based on project plans, milestones, and payment schedules.
- Correctly registering financial information in the ERP system.
- Following up on the correct and timely invoicing of projects
- Managing budgets during project implementation.
- Issuing periodic reports summarizing the financial and budgetary performance of projects.
- Working alongside project managers to ensure budgets are kept and preparing reports on the monthly budgeted versus the actual sales realization analysis.
Your team
As a Customer Service Consultant, you will be part of the Customer Services team. Customer Services watches over business continuity. The team solves issues before they turn into problems and ensures flawless maintenance and upgrades. It provides the hotline user support, documentation, and long-term application management, to keep everything running smoothly.Your profile
We are looking for someone who meets the following qualifications:
- A bachelor’s or a master’s degree in business administration, applied economics, office management, or related discipline and a strong interest in IT.
- 2 to 3 years of experience in an administrative function.
- Excellent command of English and Chinese, with a good team spirit.
- Strong multi-tasking and administrative skills combined with a stress-resistant nature.
- A friendly and communicative attitude, happy to be a team player, and a good listener.
- The ability to work in a structured way and follow procedures in a dynamic and complex environment.
- Strong digital skills
- Excellent command of MS Office (Outlook, Word, Excel, PowerPoint) – with specific emphasis on Excel
- Knowledge of ERP or accounting and reporting software
- Passion for administration.
- Strong analytical skills combined with an accurate and independent way of working.
- The ability to work in a structured way and follow procedures and deadlines in a dynamic and complex environment.
Bonus points if you have:
- Knowledge of an additional language, such as Dutch, French, or German.
- Interest in supply chain planning or production planning.
- Previous work experience in customer services, and an understanding of service level agreements (SLAs) and ticket tracking systems.
Soft skills
Hard skills
Language skills
Required:
Your future
At OMP, we’re eager to find your best career fit. Our talent management program supports your personal development and empowers you to build a career in line with your ambitions.Many of our team members who start as Customer Services Consultants grow into roles in software expertise, customer application expertise, or people management.
Our offer
At OMP, we offer more than just a job. We put people first and inspire you to become the best version of yourself.
- International: A growing global company, worldwide career opportunities, and multicultural teams
- Benefits: An attractive salary package including additional extralegal vacation days, and other competitive benefits
- Flexibility: Teleworking, flexible hours, and lots of autonomy
- Lifelong learning: A custom training and development track, an extensive coaching program, and on-the-job learning
- Empowerment: Room for initiative and creativity and an emphasis on entrepreneurship
- Innovation: Encouragement to think differently through cross-team collaboration and innovation challenges
- Well-being: A caring and inspiring environment, promoting a happy and healthy lifestyle through a wide range of facilities and activities
- Teamwork: Join a team that lifts you up and learn from the best
Our company
We are OMP, a leading game changer in supply chain planning solutions. The world’s largest companies count on our smart software and services to optimize their supply chains.
Are you ready to join a team of more than 1,000 passionate, creative team players of over 60 nationalities? We work as one team from our head office in Belgium and regional offices in Brazil, China, France, Germany, India, the Netherlands, Spain, Ukraine, and the US.
We care for our people. True to our innovative spirit, we believe in growing talent and in boosting expertise. Our happy customers include Bridgestone, Johnson & Johnson, PepsiCo, Procter & Gamble, and Shell.
Want to learn more? Visit careers.omp.com/our-company.
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