NEC Operations Executive

NEC Contracts®; Hong Kong; Sur place; HKD 420 000 - 540 000; Plein temps

Avantages offerts par ce poste

15 days paid annual leave plus национa

Medical/dental cover

MPF Scheme

Annual £100 allowance towards yourwell

Résumé du poste

ICE Group is seeking an experienced Operations Executive to be the primary contact for NEC APAC clients. You will deliver exceptional service across Hong Kong, Mainland China, Singapore and APAC, coordinating training, accreditation, consultancy and digital products while supporting invoicing and vendor relationships.

Ideal candidates will have 5+ years in B2B customer service or operations, with fluency in English, Mandarin and Cantonese, strong MS 365 and Salesforce skills, and a calm,

Qualifications

• 5+ years in a B2B customer service or operations role.
• Experience supporting software, digital products, subscriptions or professional services.
• Proven ability to manage client relationships in Hong Kong and Mainland China; Singapore and other APAC markets a plus.
• Fluent English, Mandarin and Cantonese, including written Simplified Chinese.
• Strong MS 365 skills; experience with CRM, LMS and business systems such as Salesforce.
• Organised with excellent communication and problem-solving skills.

Responsabilités

• Manage end-to-end client experience for training, accreditation, consultancy and digital-product customers.
• Serve as primary contact for client and delegate enquiries, registrations and support requests.
• Coordinate training programmes, venues, materials and delegate communications.
• Support users of NEC digital products and subscriptions, including onboarding and ongoing support.
• Maintain LMS, digital platforms and customer records; build relationships with clients and partners.
• Assist with invoicing processes, payment queries and client accounts administration.
• Contribute to service improvements and adapt operations for new markets and products.

Connaissances

Client service

APAC experience

B2B

CRM

LMS

Salesforce

English

Mandarin

Cantonese

Multitasking

Outils

Salesforce

LMS

Microsoft 365

Description du poste

Thomas Telford is the knowledge business of the Institution of Civil Engineers (ICE), creating specialist products and services for the civil engineering and construction markets. These include the bestselling NEC® suite of contracts and guides. We also provide a recruitment service with the ICE Recruit job board and technical training and accreditation for ICE members and those in the wider construction sector.

The Role:

We're looking for an experienced, customer-focused Operations Executive to become the primary point of contact for NEC clients across the Asia Pacific region. This is a varied and rewarding role where you'll combine exceptional client service with operational delivery, supporting NEC training, accreditation, consultancy services and digital products.

Working closely with clients, tutors, consultants and internal stakeholders, you'll play a key role in delivering an outstanding customer experience whilst supporting NEC's continued growth across Hong Kong, Mainland China, Singapore and the wider APAC region.

Key Responsibilities:

As NEC APAC Operations Executive, you'll be responsible for:

• Managing the end-to-end client experience for training, accreditation, consultancy and digital-product customers.
• Acting as the primary contact for client and delegate enquiries, registrations and support requests.
• Coordinating public, in-house and specialised training programmes, ensuring an exceptional service throughout.
• Supporting users of NEC digital products and subscriptions, including account setup, onboarding and ongoing customer support.
• Managing training logistics, including tutor scheduling, venue sourcing, course materials and delegate communications.
• Maintaining learning management systems (LMS), digital platforms and customer records.
• Building strong relationships with clients, tutors, consultants and partner organisations across the region.
• Managing inventory and supplier relationships locally.
• Working closely with finance teams to support invoicing processes, payment queries and client account administration.
• Contributing to service improvements and helping adapt operational processes to support new markets and products.

About you:

We're looking for a highly organised professional with a passion for delivering an excellent customer experience.

At least 5 years' experience in a B2B customer service, client success or customer operations environment.

• Sharp attention to detail and ability to operate with minimal supervision.
• Experience supporting software, digital products, subscriptions and/or professional services customers.
• Proven experience working with clients in Hong Kong and Mainland China, and preferably Singapore and other APAC markets.
• Fluent English, Mandarin and Cantonese language skills, including written Simplified Chinese.
• Strong Microsoft 365 skills including Word, Excel, PowerPoint, and confidence using CRM, LMS and business systems such as Salesforce.
• Excellent organisational skills with the ability to manage multiple priorities and deadlines.
• Strong communication and relationship-building skills with the confidence to engage professionally with senior stakeholders and clients.
• A calm, solutions-focused approach and the ability to handle challenging customer situations with empathy and professionalism.
• Experience coordinating training programmes, events or professional services delivery.
• Familiarity with NEC contracts, the construction sector or the built environment.
• Experience supporting invoicing, collections or finance administration processes.
• 15 days paid annual leave plus national holidays
• Medical/dental cover
• Annual £100 allowance towards your well-being
• MPF Scheme

ICE Group is an equal opportunities employer and are committed to ensuring an inclusive recruitment process. We welcome applications from disabled candidates and will provide reasonable adjustments throughout the recruitment process. If you need support or an alternative format, please contact us at [e-mail]

General Data Protection Regulations (GDPR) 2018

The data collected via this application process will only be used by the ICE Group for the purpose of recruitment and for the performance of an employment contract if a job offer is made. This data will not be disclosed to any external sources without express consent unless required to do so by law. Unsuccessful applicants’ data, both electronic and paper will be deleted/shredded six months from date of application. For any questions or concerns about your personal data, please get in touch with our Data Protection Officer at the details provided below: at Email: [e-mail].

Applicants have the right to complain to the ICO at http://ico.org.uk/ if they have a concern with the way ICE is handling their data.