Global Customer Care Analyst The Company: JAGGAER is the world\xe2\x80\x99s largest independent spend management company, with over 1,850 customers connected to a network of 3.7 million suppliers in 70 countries, served by offices located in North America, Latin America, throughout Europe, the United Kingdom, Australia, Asia, and the Middle East. JAGGAER offers complete SaaS based indirect and direct eProcurement solutions with advanced spend analytics, complex sourcing, supplier management, contract lifecycle management, savings tracking, and intelligent workflow capabilities. We have pioneered spend solutions for over two decades and continue to lead the innovation curve by listening to customers and analyzing the market. Our solutions suites are trusted by the world\xe2\x80\x99s largest education, manufacturing, health care, retail, consumer package goods, logistics, construction, utilities companies and public service organizations. Overview: The role of Global Customer Care Analyst concerns attending to all incoming contact channels of the Global Customer Care department and resolution of CRM cases, customers concern, requests and enquiries received through these contact channels with highest quality of customer service. This role will ensure maximum attendance of incoming calls with employing highest quality of customer service protocols and take ownership of unresolved cases (CRM) and will take action to ensure that the highest level of customer satisfaction is always maintained. Key Responsibilities: \xc2\xa7 Become a recognized expert in the JAGGAER technology suite (Trainings will be provided) \xc2\xa7 Support customers (and their suppliers) in the use of features and functions of our technology suite \xc2\xa7 Understand how customers are using JAGGAER software to provide effective support \xc2\xa7 Track manage, and escalate support issues within the team (ticket management) \xc2\xa7 Communicate professionally and effectively with clients and peers to ensure support issues are quickly and efficiently resolved \xc2\xa7 Implement continuous improvements/ standardization to ensure a highly repeatable and consistent process \xc2\xa7 Conduct project reviews to incorporate process changes and best practices across all customers \xc2\xa7 Knowledge management and documentation Requirements: \xc2\xa7 Those graduating soon or just graduated are welcomed to apply \xc2\xa7 Those looking to rejoin the workforce are encouraged to apply \xc2\xa7 Good understanding of software and a logical approach to problem solving \xc2\xa7 Excellent written and verbal English and Mandarin skills (need to liaise with Mandarin speaking customers & suppliers extensively), additional Japanese languages a plus \xc2\xa7 Take Initiative and be proactive, ability to learn quickly and willingness to do so \xc2\xa7 Strong customer focus, excellent communication skills and highly stress resistant \xc2\xa7 Ability to learn quickly and willingness to do so \xc2\xa7 Enthusiastic and ambitious team player \xc2\xa7 Proficient in Windows based application Outlook, Word, Excel, PowerPoint and Internet Explorer. MS SQL and/or SaaS a plus \xc2\xa7 Diploma and/or experience in Supply Chain or Management Information Systems a plus. Our offer: \xc2\xa7 Competitive remuneration \xc2\xa7 Trainings will be provided \xc2\xa7 Exciting and challenging work within an international team \xc2\xa7 A modern office with excellent infrastructure \xc2\xa7 An open and dynamic company culture Only applicants who meet the above criteria will be contacted. JAGGAER is committed to promoting Equal Opportunities in employment. All employees and job applicants will receive equal treatment regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marital or civil partner status, pregnancy or maternity (Protected Characteristics Equality Act 2010). * Prior to an offer of employment your name will be checked against regulatory and law enforcement lists of individuals who are restricted parties under applicable law and regulations. Your data will be processed and stored in JAGGAER systems hosted in the Netherlands and/or Belgium for purposes of these required screening activities. All data will be deleted after three months. Job Types: Full-time, Permanent Salary: $1,268.56 - $3,000.00 per month Schedule:

• Day shift

Experience:

• Technical support: 1 year (Required)
• Customer service: 1 year (Required)
• Mandarin: 1 year (Required)