Senior Customer Service Advisor

Location: Onsite in Shanghai, China

Company

hirify.global is a global assurance and risk management provider specializing in certification, customized assurance, cybersecurity, inspection, and training.

What you will do

• Manage complex customer activities from planning through certification production and invoicing while meeting agreed service-level agreements.
• Respond to complex customer queries, anticipate complaints, and coordinate resolutions with relevant managers and teams.
• Maintain accurate and complete data in business operating systems to support resource planning and invoicing.
• Promote customer use of the portal, escalate operational issues, and identify process improvements.
• Build customer relationships, clarify contractual requirements and expectations, and refer relevant business opportunities.
• Mentor less experienced colleagues, share product and process knowledge, and support other offices and departments.

Requirements

• Bachelor’s degree or above.
• Fluent English and Cantonese are required.
• Experience in customer service or a related field; familiarity with certification, auditing, or related processes is preferred.
• Experience with office software and business management systems.
• Strong communication, coordination, time management, prioritization, problem analysis, and resolution skills.
• Ability to handle complex customer needs and complaints and train new hires.

Culture & Benefits

• Regular employee position within a global organization operating in 150 countries.
• Work alongside more than 5,000 experts supporting over 61,000 clients.
• Collaborative environment focused on integrity, diverse perspectives, shared ambition, and professional growth.
• Work is structured around agreed service-level agreements and cross-office collaboration.