Malaysia onlyResponsibilities:
• Support Asia’s clients
• Work with Account Manager on client service & delivery strategy, and support client retention and making FA as vendor of choice.
• Standard client contract management and renewal handling – facilitate standard contract terms and pricing discussion with clients
• Case management administration –Take full ownership of client administration tasks – including package configuration, user management, SOP updates, change request drafting, and system orientation. Ensure data integrity and timely updates of client information across all tools.
• Identify and engage key client POC/s for each client account. Build and maintain relationship with client POCs. Guarantees quick response time to client’s queries (within 24 hours of email receipt or a same-day callback; second level POC for case-related queries or concerns.
• 1st level for escalation - Works with client and collaborate with internal stakeholders (global customer care team, account manager, operations, IT etc) to resolve delivery issues and co-ordinate communication with them.
• Facilitates weekly/monthly/ contractual meets with clients to discuss performance results; Manages Performance Summary reportorial requirements of clients
• Monitoring account trends and analytics, provide pro-active notification of system changes and/or manage/ communicate product or process changes that will affect client’s screening program.
• Manage a portfolio of clients ensuring needs are met in a way that improves customer satisfaction, identify opportunities for process improvement, provide support and service training and ensure Client SLA is met/ improved.
• Ensures appropriate reporting is provided to meet client requirements
• Contribute forecast information with regard to incoming workload (based on historical proportions and client input)
• Ensures appropriate reporting is provided to meet client requirements
• Collaborate with internal teams to align services and processes to ensure seamless service delivery
• Support special projects such as migration of platform as necessary. Activities include but not limited to: advise and guide clients on platform transition from legacy platform to go-to-platform, including explaining features differences, assisting in transition planning and providing basic system navigation training.
Qualifications:
Education:
• Possess a Bachelor’s Degree or higher, any field.
Experience:
• Minimum of 3 – 4 years working experience
• Client management experience is an advantage
• Working in other related function/ department within First Advantage is an advantage
Other Knowledge, Skills, Abilities or Certifications:
• Strong communication skills in English, Cantonese and Mandarin (verbal and written)
• Strong analytical and interpersonal skills (, analysis, ability to understand client needs and concerns and presentation)
• Good business acumen on company’s operations & services
• Must have a good planning & organizational skills
• With exemplary communication skills (verbal & written), negotiation/influencing skills
• Able to build strong relationships at all levels of the organization
• Must have strong problem-solving and follow-through skills and be able to work independently, interact with various levels of management
• Positive attitude and ability to work under pressure and attend to priorities.
• Proficient in MS office (Excel, PowerPoint, MS Outlook)
• Has ability to deliver clear, engaging and professional presentations (includes system demo training)
Work Arrangements:
- Work from home
- Residing in Malaysia
United States
AU, CA + 8 more
Philippines only