Customer Service Specialist

Job Description

Comply with FOTILE’s standards of operations as set forth in all training and all kinds of operational manuals.

Must approach each customer interaction with openness and acceptance that is in alignment with FOTILE's Service Values and standards.

• Provide daytoday online customer support by monitoring and responding to Cases and customers’ inquiries via emails, WeChat, and other platforms within defined response times and service standards.
• Handle incoming customer calls regarding product questions, technical issues, and general concerns.
• Assess customer needs and provide appropriate solutions to ensure satisfaction.
• Provide clear and accurate information to customers by understanding their needs.
• Manage and input customers’ information, electronic filing, and retrieval of documents.
• Track and analyze qualitative and quantitative feedback from customer surveys and product metrics, escalate cases to the supervisor as needed, and follow up until the case is closed.
• Schedule installation and repair appointments for customers and follow up on all tickets until closed.
• Effectively identify and process potential Adverse Events and Technical Complaints in accordance with FOTILE’s internal SOP.
• Perform other assignments or tasks as directed by the Supervisor, which may arise from time to time.

Requirements

• Demonstrates a strong sense of responsibility, attention to detail, and excellent organizational skills to ensure high quality and efficient work.
• Associate degree or above preferred.
• Proficient in Chinese and English.
• 1 3 years of relevant customer service experience preferred.
• Flexible and adaptable to work arrangements.
• Excellent communication and interpersonal skills.
• Strong work ethic, attention to detail, and ability to accomplish multiple tasks while sticking to deadlines.

Location

Looking for Candidates preferably located in the West Coast.