Customer Services Consultant (2nd line)

Efihr

CN-Shanghai permanent

Posted: January 30, 2026

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Quick Summary

As a Customer Services Consultant, you will provide technical solutions to customer tickets and communicate with customers to resolve their issues.

Required Skills

Customer Service Technical Knowledge Problem Solving Communication Knowledge Management Networking Time Management Prioritization

Job Description

As a Customer Services Consultant, you solve customer tickets that come in via your first-line colleagues. As a specialist in a specific area of our planning solution, you address problems that require more technical knowledge.

You are responsible for:

• Making your customers’ day by providing solutions for the challenging problems they experience.

• Taking ownership of the problems assigned to you and communicating the implemented solution to your customer.

• Finding the most suitable solution using your acquired technical knowledge and specific expertise.

• Updating Customer Services knowledge base to ensure our expertise gets documented.

• Maintaining a strong network within your team and the company to find the optimal solution for your customer.

• Balancing your time, priorities, and incoming tickets while always keeping an overview.

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