Commercial Administrator - Info Service Desk

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!

MISSION :

Support the Asia Pacific Commercial Information teams by providing services on a full range of support tasks including but not limited to, offers, contract issuing, renewal support, documentation and tariffication for prospects, invoicing, service questions and request from clients on reports and rating.

MAIN RESPONSIBILITIES:

• Providing product and service information, resolving product and service problems.
• Clarifying customers complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution. 
• Enhance customer experience across the life cycle through service and complaint resolution frameworks.
• Timely resolution of customer grievances. Handle day-to-day customer enquiries across email, chat, and phone with accuracy and professionalism.
• Stay updated on new product features, enhancements, and process changes.
• Collaborate effectively with internal and group-level teams by sharing case insights, supporting cross functional problem solving, and building strong relationships to ensure faster and streamlined issue resolution.
• Diagnose and resolve common technical and functional issues reported by customers. Document recurring issues (FAQ) and escalate complex cases to the relevant teams.
• Driving Adoption and Penetration of new technology and systems to improve customer service
• Continuous engagement with internal partners for performance outcomes, deliverables, improvements.
• Adhere to SLAs, quality benchmarks, and internal compliance requirements.
• Assists in preparing global monthly/weekly reports, dashboards and metrics, and presents results and recommendations to a variety of audiences.
• Product/market/customer/integral profitability and Pricing/margin analysis.
• Provide support and maintenance to existing management information systems (MIS).
• Develops MIS documentation to allow for smooth operations and easy system maintenance.
• Provide strong reporting and analytical information support to management team.
• Assist in onboarding and training new team members, ensuring smooth knowledge transfer
• Analyze business information to identify process improvements for increasing business efficiency and effectiveness.
• Support the Manager in rolling out the new Projects and Initiatives and also updating on the progress and its impact.

• Degree in Finance / Management or related disciplines.
• Experience in Customer service - Preferred.
• Financials expertise with the ability to handle inquiries, perform FS reviews, and conduct detailed analysis.
• Good communication skills, both verbal and written.
• Excellent analytical and problem-solving abilities.
• Demonstrates proactive attitude 
• Demonstrate ability to complete task accurately and on time with minimum supervision. 
• Demonstrates teamwork both with function and across functions to achieve the overall company goals       
• Able to understand the problem and effectively communicate the solution to the commercials/customers                                                                    
• Sound knowledge about the process and guidelines and the requirements of the commercials/ clients 
• To pursue continuous improvement by seeking ways to develop products, services or processes for increased efficiency or effectiveness, regardless of where the product, service or process started.
• Strong interpersonal skills and able to work well with all levels across the region
• Provide input to ensure ongoing improvements and developments of existing workflows for the  commercial team

• Hybrid working model after the first 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