This is a mid‑level professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist, working independently with minimal guidance in complex and unconventional situations.
Responsibilities:
- Administer business processes related to client onboarding, offboarding, reporting, and ongoing management of clients and users supported by the GCR team.
- Manage activities, requests, and inquiries for support and information through case management tools (including but not limited to email, chat, and calls).
- Manage enrollment, client set‑up, and deactivation processes by coordinating closely with clients, Client Success, Product, and other internal teams as needed.
- Understand and troubleshoot issues, clearly assess complexity and escalate timely and appropriately.
- Deliver consistently high‑quality work to ensure an excellent client experience, meet service level objectives with best practices and processes applied.
- Identify process improvements and opportunities based on inquiry trends and operational pain points to enhance service delivery.
- Collaborate with analysts and leadership to develop and deliver training materials for new hires and continuous learning for existing team members.
- Participate in regular team meetings to share insights, discuss challenges, and contribute to team strategies.
- Manage documentation in SharePoint, Microsoft Dynamics/OneCRM, and other data repositories.
- Build and enhance positive working relationships with internal and external stakeholders.
- Contribute to team efforts by accomplishing related tasks as needed.
- Provide client support in Mandarin and English across chat, email, and phone channels for global clients.
- Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.
- Demonstrate flexibility in schedule—willingness to work a flexible schedule including weekends, possible holidays, and overtime when needed (24/7 operations, rotating/shifting schedules).
- Responsible for providing comprehensive support across six Primary Enrollment Products, Basic Core Skills, and Chat Scope, with proficiency assisting customers via phone, email, and chat.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.