上海招聘

Job Purpose:

To provide first line reactive technical and client support to SHL customers in China who are experiencing a technical problem with their SHL system or service, resolving issues on a first contact basis wherever possible. To further provide Customer Service on product enquiries, sales leads and sales support.

To provide second line reactive technical support to candidates who are experiencing technical problems whilst attempting to complete a SHL Talent Measurement assessment, resolving issues on a first contact basis wherever possible

To deliver a high level of customer service at all times and presenting a consistent ‘face of SHL’ to customers on a global basis

Key Accountabilities:

？ Provide effective technical support in response to inbound calls and emails in accordance with departmental SLAs and to the agreed quality standards – in order to drive optimum service to Customers

？ Responsible for the initial research and investigation prior to escalating unresolved issues to the Regional Service Team through the use of the GSD portal and to monitor progress through to resolution, keeping Line Manager or Team Leaders informed

？ Manage communications to Customers and Candidates throughout the investigation and resolution of technical issues

？ Responsible for updating Salesforce in a timely manner ensuring accurate and detailed notes are entered for each contact with reference numbers issues for each contact

？ Support SHL Technology teams in the testing of online products

？ Perform Outbound courtesy calls to Customers as required

？ To Generate Sales leads and answer product related queries

？ Maintain system knowledge through ongoing training & Development

？ Carry out other duties as instructed by your line manager or Team Leader

Skills and experience:

？ Strong I.T. skills Knowledge of Windows operating system plus skills in word, excel & internet related issues

？ Experience in a contact centre environment preferred however not essential

？ Ability to talk and negotiate with clients

？ Excellent written and communication skills

？ Excellent organisational and time management skills

？ Ability to work under pressure, deliver results and to work to agreed targets

？ Support SHL Technology teams in the testing of online product

？ Good command of English (written, reading and speaking)

？ Degree educated preferred

？ Experience working shifts where necessary

About SHL
SHL, the global leader in talent innovation, helps companies transform productivity through deeper people insight. Powering the future of business, our data and tools are proven to drive stronger, more sustainable business outcomes.

Our unrivalled assessment science, benchmark data and analytics empower leaders and their teams to make confident, data-driven people decisions, when it matters most – transforming the way organisations recruit, manage and develop talent. With 40-years of talent expertise, we’re a trusted technology partner to more than 10,000 companies worldwide. We work with companies of all sizes in every industry across more than 150 countries, including 80% of the FTSE 100 and 50% of the Fortune Global 500. For more information, visit shl.com