Customer Support - BI

Company Description

At Coface, we make trade happen everyday.

Our 5,200 experts representing 80+ nationalities in 58 countries are united by a shared purpose: helping companies navigate through uncertainty by empowering them to make the right decisions and trade smarter in a complex world.

With nearly 80 years of global experience, we offer companies a full range of solutions: Trade Credit Insurance, Business Information, Debt Collection, Single Risk insurance, Surety Bonds, Factoring — all driven by a unique data patrimony, cutting-edge technology, innovation and a deep understanding of the global economy.

Joining Coface means being part of a close-knit international organization, where your ideas matter.  We foster a culture of learning, collaboration and inclusion where you are given responsibilities and can see the impact of your actions.

Shape the future of trade with us. Join our Happeners!

Job Description

Key Responsibilities:

1. Customer Engagement & Issue Resolution:

• Serve as a primary contact for customer inquiries and support requests.

• Investigate and resolve customer issues through structured troubleshooting and system analysis.

• Coordinate with SSC to log and track tickets (e.g., Cofitil) for resolution from headquarters.

• Ensure clear, timely, and empathetic communication with customers throughout the resolution process.

2. Portfolio Identification & Support:

• Support portfolio identification activities using internal tools and data sources.

• Assist in translating customer enquiry into actionable insights for internal teams.

• Work with Account Managers to support client needs and deliverables.

3. Cross-Functional Collaboration:

• Liaise with SSC teams, Account Managers, Solution Delivery, and Production Centre to resolve issues and improve service delivery.

• Effectively communicate customer feedback to internal stakeholders.

• Participate in meetings to represent customer needs and perspectives.

4. Operational Support & SLA Tracking:

• Monitor ticket queues and ensure timely escalation and resolution in line with SLAs.

• Track service performance and flag risks, delays, or bottlenecks.

• Support adherence to service standards across all support channels.

5. Data Analysis & Troubleshooting:

• Analyze support data to identify trends, recurring issues, and improvement areas.

• Apply structured problem-solving approaches to resolve operational and technical issues.

• Maintain documentation of known issues and solutions.

6. Process Improvement & Operational Efficiency:

• Suggest and support implementation of process improvements to enhance efficiency and customer satisfaction.

• Collaborate with SSC to streamline workflows and reduce turnaround time.

• Ensure compliance with internal policies and operational procedures.

7. Documentation & Reporting:

• Prepare reports on support performance, issue trends, and SLA adherence.

• Maintain and update knowledge base articles, FAQs, and process documentation for the China market.

• Support post-incident reviews and continuous improvement initiatives.

Qualifications

Required Skills & Qualifications:

• Bachelor’s degree in business, IT, Data, or a related field.

• 1–3 years of experience in customer support, service operations, or similar roles (fresh graduates with relevant internships are welcome).

• Strong problem-solving and analytical thinking skills.

• Good communication skills in English and Mandarin (required for China-based role). •

Ability to work collaboratively across teams and manage multiple tasks.

• Customer-focused mindset with attention to detail.

Preferred Qualifications:

• Familiarity with CRM systems or ticketing tools (e.g., Salesforce, ServiceNow, Jira).

• Basic data handling skills (Excel, or visualization tools like Power BI).

• Exposure to shared service environments or service operations.

• Understanding of root cause analysis methodologies.

• Awareness of Lean or continuous improvement practices is an advantage.

Additional Information

• Flexible working model after the 6th month
• Great place to work: central and modern office 
• Opportunities to learn: budget every year for training, languages platform, e-learning platform, dedicated development program…
• Career opportunities: Opportunity to build your career (both locally and internationally) in a large global company, one of the world leaders in its field
• Health care