汤森路透科技信息服务（北京）有限公司 招 客户服务和业务支持实习生 (4个月)
Job Title: Customer Service & Business Support Executive (CSS) intern 客户服务和业务支持实习生
Department: Sales Operations
Reports to: Leader, Customer Service & Business Support Manager (CSS)
Time: Four month internship 4个月
Responsibilities 工作职责
Ordering/ Contract Administration /Billing Support 订单管理
Renewals Activity: 续订
§ Check & update renewal data on CRM system, provide renewal information to local sales team. Confirm Renewal Price with sales and request invoice. 在客户关系管理系统中核对和更新客户的续订信息，和本地销售同事协同工作。
§ Check and deliver Renewal Invoices to agents.与国外同事合作， 给代理商寄续订的发票并解决错误发票的问题
§ Process cancellations 处理退订。
Ordering/ Contract Administration Support: 订单和合同管理
§ Process New Order, deliver new order form and format contract to related office, and track delivery counter-sign back to customer. 处理新订单，处理相关工作表格和流程，将完成签字的合同寄回给客户。
§ Maintain offline spreadsheet for tracking SSR ordering process from start to finish; should be able to report on timeliness 用电子表格跟踪订单过程，汇报时滞情况。
Sales Operations Support 支持销售运营
Direct Sales Support: 对销售的支持
§ Provide local support to assigned sales management and sales representative as required 为销售团队提供本地支持
§ Updated holding list in spreadsheet and SFDC 在本地和销售系统中维护客户订购的最新信息
§ Setup & Track trials activity for SSR customer; handle non-standard trial request with sales management 在销售中为客户开通试用
§ Monthly upload Renewal/Cancellation Report on SFDC 每月为销售准备续订/退订报告
§ Handle sales/marketing efforts as required
Agent Management Support: 对代理商管理的支持
§ Day to day operational support contact with agent 日常联系
§ Communicate with agent on all matter as request by local sales management, such as agent payment for IPS & Life Science. 关于代理商付款方面的支持
Salesforce.com (SFDC) (customer relationship management (CRM) application) 客户关系系统使用
§ Day-to-day support of SFDC working with sales operations
§ Maintenance of customer/ user information on SFDC 客户/用户信息的维护
§ Manage sales lead queues from SFDC lead queue; align with proper salesperson sales lead queue 管理销售leads，并及时转给客户经理
Reporting/Analysis: 汇报和分析
§ Assist in the distribution of regular reports to sales management and business operations as required including sales activity analysis, holding information 为销售经理和财务经理准备相关的销售分析报告
Customer Services / Fulfillment Support 客户服务/交付支持
On Boarding Customer Project Support
§ Web setup request for new customers. 账号开通
§ Deliver new Subscription to end user database contacts.
§ Tracking On Boarding Customer Project’s progress 跟进新用户开通使用的项目进度
Customer Communication 客户沟通
§ Escalate all serious customer issues to appropriate levels of management 汇报出现的问题
§ Submit request of Full Text Links and OPAC Links for new WoS customers. 为新的WOS 客户申请全文链接和OPAC链接
§ Key Account special support 大客户的支持
Qualifications 要求
· Degree preferred or candidates with relevant work experience will be considered as appropriate substitution
· Finance background will be preferred
· Effective communication skills
· Attention to detail
· Excellent organizational and time management skills
· Research skills and able to work on own initiative
· Customer focused
· Success driven
· Team player
· Must be adept in use of MS Office with attention to Word/Excel/Powerpoint
· 在校学生（研究生），能够每周全职工作4天或以上。
请将求职简历Email到 Miranda.bai@thomsonreuters.com ，请在求职Email中回答下述问题：
1. 你认为你的性格更适合做以下哪一种类型的工作?
a. 有挑战，压力大，需要创意和灵感，需要与不同类型的人打交道
b. 需要细心和耐心，枯燥的数据整理和分析，重复性较强
2. 当接到客户不太友好的产品投诉电话，你会怎样处理？
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