The Senior Customer Service On-Demand Specialist will be the frontline for IDC's customer experience, helping ensure our valued customers are supported and assisted along their IDC journey. The position will also be focused on assisting IDC account teams with client needs and support. 

Partner with our clients to deliver high-value outcomes and experiences by: 

Account Management 

• Manage a portfolio of 50–60 clients, ensuring satisfaction and continued engagement. 

• Oversee onboarding to deliver a smooth transition into IDC services. 

• Monitor account performance and proactively address risks or declines in usage. 

Operations & Systems 

• Navigate internal tools and routing procedures to manage client needs efficiently. 

• Maintain up-to-date knowledge of IDC products, services, and coverage areas. 

Customer Service 

• Evaluate client requests and deliver effective, timely solutions. 

• Resolve or escalate issues to ensure a positive customer experience. 

Communication & Collaboration 

• Support IDC China customers via real-time Mandarin chat. 

• Partner with colleagues across teams to coordinate projects, research, and scheduling. 

• Engage in ongoing learning and professional development. 

• Ideally 5-7 years’ experience in customer success or academic library environment 

• Impressive communication abilities 

• Bias for action 

• Experience working for or with technology suppliers 

• Passion for technology  

• Unabashed attitude towards customer relationships 

• Ability to work collaboratively in a team environment 

• Strong time management and organizational skills 

• Ability to be innovative, flexible and comfortable with change 

• Proficiency in written and spoken Mandarin & English 

• A bachelor’s degree is required, preferably in Information Technology, Business, or Library Sciences