Job Description

• Customer Interaction:
• Respond to customer inquiries via phone, email, chat, or social media in a timely and professional manner.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.

• Issue Resolution:
• Identify and assess customers’ needs to achieve satisfaction.
• Coordinate with internal teams to resolve customer issues or concerns.
• Escalate unresolved issues to the appropriate team or department.

• Customer Relationship Management:
• Build sustainable relationships and trust with customers through open and interactive communication.
• Maintain records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.

• Reporting and Feedback:
• Provide feedback on the efficiency of the customer service process.
• Keep records of customer interactions, transactions, comments, and complaints.
• Compile reports on overall customer satisfaction.

• Product Knowledge:
• Stay informed about the company’s products and services to answer questions and provide accurate information to customers.
• Inform customers of new products, services, and promotions.

• Continuous Improvement:
• Suggest and implement improvements in customer service practices.
• Participate in training and development opportunities to enhance skills and knowledge.

Job Requirements

• High school diploma or equivalent; a college degree is a plus.
• Proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Customer-focused attitude with a commitment to solving customer issues.
• Mandarin is require for work.

Skills