Global Customer Care Analyst

**Global Customer Care Analyst**

**The Company**:
JAGGAER is the world’s 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’s 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**:

- Become a recognized expert in the JAGGAER technology suite (Trainings will be provided)
- Support customers (and their suppliers) in the use of features and functions of our technology suite
- Understand how customers are using JAGGAER software to provide effective support
- Track manage, and escalate support issues within the team (ticket management)
- Communicate professionally and effectively with clients and peers to ensure support issues are quickly and efficiently resolved
- Implement continuous improvements/ standardization to ensure a highly repeatable and consistent process
- Conduct project reviews to incorporate process changes and best practices across all customers
- Knowledge management and documentation

**Requirements**:

- Those graduating soon or just graduated are welcomed to apply
- Those looking to rejoin the workforce are encouraged to apply
- Good understanding of software and a logical approach to problem solving
- Excellent written and verbal English and Mandarin skills (need to liaise with Mandarin speaking customers & suppliers extensively), additional Japanese languages a plus
- Take Initiative and be proactive, ability to learn quickly and willingness to do so
- Strong customer focus, excellent communication skills and highly stress resistant
- Ability to learn quickly and willingness to do so
- Enthusiastic and ambitious team player
- Diploma and/or experience in Supply Chain or Management Information Systems a plus.

**Our offer**:

- Competitive remuneration
- Trainings will be provided
- Exciting and challenging work within an international team
- A modern office with excellent infrastructure
- 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)