Primary responsibility is to receive incoming customer telephone call and make outbound telephone calls to customers regarding various IMA products, services, and outstanding membership accounts. Responsible to respond to inquiries received in the IMA china email box and on voicemail. Provides customer service via the telephone, email, IM, mail, fax, and in person when required.

就美国管理会计师协会（IMA）的各种产品、服务及客户事务等事宜接听客户来电和致电客户。负责回复美国管理会计师协会（IMA）中国电子邮箱和语音信箱所收到的问询。通过电话、电子邮件、即时通讯工具（IM）、邮件、传真提供客户服务，并在必要时提供面对面的客户服务。

基本职能：

1. Receives incoming customer telephone calls and makes outbound telephone calls to customers regarding IMA products, services, and outstanding membership accounts.

就美国管理会计师协会（IMA）的各种产品、服务及客户事务等事宜接听客户来电和致电客户。

2. Provides customer service via the telephone, email, IM, social media, mail, fax and in person. Resolves customer inquiries as related to the calls and responds to e-mail inquiries received in the IMA China general e-mail box. Also responds to voice inquiries from general voice mail box and replies to customer inquiries via social media.

通过电话、电子邮件、即时通讯工具、社交媒体、邮件、传真以及面对面的形式提供客户服务。解答与来电相关的客户问询并回复美国管理会计师协会（IMA）中国电子邮箱所收到的电子邮件问询。同时回复语音信箱的语音问询，并回复客户通过社交媒体提出的问询。

3. Utilize all organizational policies and procedures to ensure customer satisfaction.

利用公司所有政策和程序确保客户满意。

4. Updates customer record at the time of customer contact and customer inquiries via IMA’s database system and other appropriate lists.

在与客户接触和客户问询时，通过美国管理会计师协会（IMA）的数据库系统和其它相关清单更新客户记录。

5. Researches and processes customer claims, inquiries, issues, problems.

就客户的权利要求、问询、和问题进行调查并予以处理。

6. Calls, e-mail, IM, mails, and/or faxes correspondence to customers as necessary in order to update accounts.

按照需要与客户进行电话、电子邮件、即时通讯、邮件和/或传真等通信往来以便更新账户情况。

7. Assists customers by:

协助客户：

a. Adjusting complaints concerning billing or service rendered, referring complaints to designated departments for further investigation. Answer customer questions or inquiries via phone, email, IM, social media, mail, and/or fax.

处理关于账单或所提供服务的投诉，将投诉转交指定部门做进一步调查。通过电话、电子邮件、即时通讯工具、社交媒体、邮件和/或传真回答客户问题或问询。

b. Analyzes accounts and records discrepancies, adjustments, and corrections.

分析客户资料和记录的差异之处，完成调整和纠正。

8. Records information about financial status of customer and status of collection efforts.

记录客户费用支付情况以及收款状况等信息。

9. Research returned postal mail, emails, and incorrect phone numbers to obtain current contact information for member and update contact information in database.

调查被退回的邮件、电子邮件以及错误的电话号码，以取得会员目前有效的联系信息，并在数据库更新联系信息。

10. Stays current on IMA membership options, benefits and services to provide accurate information and cross-sell when appropriate.

随时掌握为美国管理会计师协会（IMA）会员提供的选择、优惠和服务，以便提供准确信息，并在适当时候进行交叉推广。

11. Maintain regular communication with important customer service partners at IMA headquarters office and other partners as appropriate (government, testing centers, etc.)

定期与美国管理会计师协会（IMA）总部的客服同事和其他合作伙伴（政府、培训中心等）（视情况而定）沟通。

12. Provide support and assist in the successful implementation of live customer/member events through registration, execution, and follow-up as directed.

按要求以登记、实施和跟进的形式为客户/会员现场活动的成功举办提供支持和协助。

13. Update customer service instruction manual and related templates.

更新客户服务说明书和其他相关模板。

14. Other projects and/or tasks as assigned.

完成公司所布置的其他项目和/或任务。

职位要求：

1. Associate bachelor or equivalent and a minimum of 1 year of experience in operations, call center, customer service, or sales environment.

大专或相当学历，一年以上的运营、呼叫中心、客户服务或销售工作经验。

2. PC skills to include Microsoft Office products, spreadsheets, and database applications.

掌握微软办公产品、电子数据表和数据库应用软件等电脑技能。

3. Must have excellent communication, organizational, people and telephone skills.

必须拥有优秀的沟通、组织、人际交往和电话技巧。

4. Proactive attitude and good problem solving skills.

积极的态度和良好的解决问题的能力。

5. Ability to work effectively in a high-pressure, fast-paced environment.

在压力大、节奏快的环境中有效工作的能力。

6. Effective conflict resolution ability.

有效解决冲突的能力。

7. High level of integrity and the ability to maintain the confidentiality of sensitive and proprietary information.

正直诚实，能对敏感及专有信息保密。

8. Team-oriented, empowered, and professional with a “can do,” forward-thinking approach who takes initiative.

具备团队协作精神和敬业精神，工作主动积极，具有超前意识。

9. Ability to communicate effectively in English with effective skills in both written and oral communication.

用英语进行有效的书面和口头沟通的能力。

体能要求与工作环境：

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. With or without reasonable accommodation, a candidate must have the physical and mental capacity to effectively perform all essential functions described.

此处描述的体能要求系员工为履行本职位的基本职能而必须达到的要求。不管公司是否提供合理的调适，应聘人员必须具有体能和心智能力，以便有效履行在此描述的所有基本职能。

上班地址：东方广场