Cinderella Media Group
This job does not have online application
Employer Ref: 79932
Recruit Ref: L0484872
Posting Date: 2019-10-23
CSC Brand Digital Services
CSC Brand Digital Services

CSC helps businesses thrive online. We help effectively manage, promote, and secure our clients’ valuable brand assets against the threats of the online world. Leading companies around the world choose us to be their trusted partner, including more than half of the Interbrand® 100 Best Global Brands. Leveraging state-of-the-art technology, Digital Brand Services delivers outstanding outcomes through our unique account management structure. With our expert, dedicated team, you’ll have a daily point of contact to ensure your brand has the strength it needs to succeed in the 21st century. We help consolidate and secure, monitor and enforce, then optimize and promote your brands in order to maximize your digital presence, secure your digital intellectual property, and reduce costs. CSC is an equal opportunity employer.

Project Coordinator

Driving Team Productivity and Quality Results:

•Coordinate daily workflow including– ensuring all work is covered. 
•Driving staff to meet set goals and deadlines, monitor, and report progress results daily to staff.
•Monitor customer phone and customer chat results real-time daily and alert team to coverage shortages.  Report any issues with phone and chat coverage or service to senior leaders and tech teams as required. 
•Coordinating and assisting with projects that come in (brand launches, registry launches, vendor consolidations, whois modification projects, etc.)
•Project manage client transfer in projects and coordinate work with the Client Service Partner (CSP) team for completion by the CSPs.
•Deliver superior quality results by being timely, accurate, consistent, complete, and striving for zero errors individual as well as team results.
•Act as a service escalation point for Asian market clients.
•Actively participate in the CSC Digital Brand Services Service Excellence Team to drive process improvement.
•Communicate any resource needs seen to Senior Leaders.
•Provide feedback regarding system and procedural issues that need to be reviewed or improved, as well as suggestions to help refine processes, templates, etc.

Human Resource/Staff Development:
•Set measurable goals and objectives for team reviews, maintain weekly/monthly/quarterly/yearly metrics to support the individual & team results.
•Conduct quarterly employee reviews, employee performance improvement discussions as necessary
•Maintain time off requests and payroll records
•Deliver superior quality team results by being timely and accurate
•Communicate any issues affecting team function or morale to Senior Leaders
•Recommend training needs and identify training gaps and plans to close those gaps
•Support mentoring of any new team members
•Assist with interviews, scheduling sit-withs, and providing feedback on candidate observations

Personal Results:
•Deliver individual superior quality results by being timely, accurate, consistent and complete and striving for zero errors
•Perform other duties as requested and assigned
•Ability to drive change

What technical skills, experience, and qualifications do you need?
•The ideal candidate has 5 years of customer service experience, preferably in the domains industry, including:
•Servicing corporate clients with business service needs.
•Handling high dollar transactions including but not limited to purchase orders, ordering requirements and approval levels, and invoicing knowledge.
•Following client specific security protocols.
•Handling escalated service matters.
•Solving client problems to mutually agreeable terms.
•Experience helping clients acclimate to change in policies, procedures, pricing, and/or systems.
•The ideal candidate has excellent written and verbal communications in English, Chinese/Mandarin, or Japanese.
•The ideal candidate is able to work a flexible schedule to accommodate our Asian market needs.

The ideal candidate has working knowledge of  the following:

•Legal documentation including but not limited to: Trademarks, Domain Registry Agreements and Requirements, and Customer Contracts. 
•DNS including but not limited to: Zone Files, Domain Slaving, DNSSEC, IPV6, Email Hosting, Email Forwarding, and Traffic Tracking.
•Digital Certificates including but not limited to: UCC, EV Certificates, SSL, along with the security requirements for each type of certificate.
•Brand Protection for Large Corporations including Fortune 500 and/or FTSE 100 customer needs.

The ideal candidate has current knowledge of:
•Domain Registry Policies
•Industry Information Sources
•New GTLD’s and Trademark Clearinghouse

The ideal candidate has working knowledge of:
•Microsoft Office Applications, with expert knowledge of Excel
•Live Person Chat Applications
•Business Objects
•Domain Ordering Portals

The ideal candidate will have a 4-year higher education degree.

•Help you take your career to the next level by offering you first-hand experience with global vendors and research on global brands
•Give you the freedom to find your own solutions to customer problems, without always needing to get sign-off from a supervisor
•Offer you opportunities to build your career as part of a growing, global business
•Give you the experience of working as a trusted partner of top global brands and 90% of the Fortune 500
•Provide excellent benefits for you and your family

Information Technology 
Job Position Level:
Employment Term:
Full Time / Permanent 
Min. Edu. Level Req:
Total Working Exp:
5 or above 
-- (Monthly)
Hong Kong / Hong Kong
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