Title: Senior Customer Administrator
Location: CHN-Hong Kong
Job Summary :
The partner / contributor coordinator position is the key link between the services and support department and the partners or contributors. Main task is the management of the outsourcing of services (internal/external) end to end. The roles and responsibilities include the daily management of partners, negotiating and follow up of contracts, statement of works, and making sure that processes and tools are in place to ensure quality in delivery.
He/she should possess a positive customer-oriented attitude with good organizational capability and be prepared to take on additional duties where appropriate.
Your responsibilities will be to:
Contribute in (re)negotiating contracts with external partners and work closely together with Partner management to define the partner strategy for the region.
Create statement of works when services are outsourced
Quality control on delivery by external and internal contributors (Partners, Support). If needed take measures to ensure the highest quality of delivery is reached.
Follow up and management of ongoing projects with customer and partner, through regular reporting and meetings.
Define processes, create tools and documentation to help (new) partners and potentially other contributors certified on SWIFT’s products and associated service delivery.
Follow up on invoicing related matters when outsourced
Contribute in the overall KPI’s of services, especially related to profitability, revenue and quality.
Interface with internal functions to ensure compliance in the delivery of products and services.
Acquire operational, process and product knowledge to resolve customer inquiries and problems.
Provide highest quality customer services and support in compliance with all internal and external procedures.
DO YOU HAVE WHAT IT TAKES?
Experience: At least 1 year of experience in customer/partner relationship environment
* Professional knowledge and expertise in using office tools is an advantage
* Customer orientation and commitment to quality
* Strong communication and negotiation skills
* Team spirit as well as the ability to work independently