Representative, Customer Success (R-19666)

Position Summary

Position Summary We are seeking a Customer Service Representative to join our Hong Kong Customer Service team. This role is responsible for delivering exceptional customer support, ensuring service excellence, and driving customer satisfaction across Dun & Bradstreet's products and solutions. The successful candidate will serve as a key point of contact for customers, managing inquiries, onboarding activities, service requests, account maintenance, product adoption, and renewal support. The role requires close collaboration with Sales, Product, Operations, Finance, and Technical Support teams to ensure a seamless customer experience and timely resolution of customer needs

Key Responsibilities Customer Support & Relationship Management

• Act as the primary contact for customer inquiries, service requests, and issue resolution.
• Provide timely and professional support through email, phone, and other communication channels.
• Build and maintain positive relationships with customers to enhance satisfaction and retention.
• Manage customer expectations and provide regular updates on service requests and issue resolution. Coordinate with internal stakeholders to ensure timely resolution of customer issues/complaints Customer Onboarding & Training
• Conduct onboarding sessions for new customers and users.
• Deliver product demonstrations, training, and guidance to maximize customer adoption.
• Prepare and maintain customer-facing materials, FAQs, and user guides. Service Delivery & Account Management • Coordinate report fulfillment and service delivery to ensure compliance with established service level agreements (SLAs).
• Monitor customer usage, contract utilization, and service entitlements.
• Proactively identify accounts with low utilization and recommend engagement activities to increase product adoption.
• Support contract renewal activities by providing usage insights and coordinating with Sales teams. Reporting & Administration
• Maintain accurate customer records and activity logs in company systems.
• Prepare regular reports on customer activity, service performance, and account status.
• Support departmental projects and administrative duties as assigned.
• Prepare and report monthly service reports • Customer account creation Qualifications & Experience • Bachelor's degree or equivalent work experience. • Minimum 2 years of experience in Customer Service, Account Management, Client Support, or a related field.
• Experience in B2B customer service is preferred. • Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and customer relationship management skills.
• Excellent verbal and written communication skills in English and Chinese (Cantonese and Mandarin preferred).
• Proficient in Microsoft Office applications, including Excel, PowerPoint, SFDC, Word, and Outlook. • Experience with CRM systems such as Salesforce is an advantage. Location: Hong Kong Department: Customer Service Reporting To: Customer Service Manager Employment Type: Full-Time Reason for Vacancy: Replacement hire due to resignation of the current Customer Service Representative.