Customer service specialist

工作职责描述Job Summary:

在上级管理人员的监管下，客服代表（CSR）是所有有关公司/客户问题、产品咨询和订单状态等事项的第一联系人。所有客服代表应以专业方式接待客户，通过向客户提供超出客户预期的服务，培养客户对公司的忠诚度。

Under general supervision, the Customer Service Representative (CSR) is the first point of contact for all company/customer questions, product inquiries, and order status. All CSRs are to handle customers in a professional manner which creates customer loyalty by providing service that exceeds customer expectations.

工作职责Job Expectations:

审核、处理售后理赔（RMA）申请

Review and handle RMAs (Return Merchandise Authorization)

审核、处理折扣申请

Review and handle discount applications

获得和评估所有相关信息，以处理相关询问和投诉

Obtain and evaluate all relevant information to handle inquiries and complaints

必要时将客户问题提交上级管理人员，以及时解决相关问题

Escalate customer issues as necessary for timely resolution

通过电子邮件、聊天工具直接与客户沟通

Work directly with customers via e-mail and chat

及时答复客户提出的所有问题

Respond promptly to all customer inquiries

处理并解决客户投诉

Handle and resolve customer complaints

管理客户账户

Manage customer accounts

与公司各个部门进行沟通和协调

Communicate and coordinate with internal departments

以上所述职责内容仅为客户服务代表应就本职位所履行职责的一部分，因此并未完整列出本职位的所有职责。公司可在其认为必要时随时增加本职位的其他职责。

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

知识、技能与能力Knowledge, Skills, and Abilities:

要求Required:

工作专业、积极、热情，以客户为中心

A professional, positive, and enthusiastic attitude – customer centric

英语读写流利，大学英语六级

Fluent English reading and writing capability, passed CET6

良好的口头和书面沟通技能

Communication skills - verbal and written

良好的聆听技能

Listening skills

具备分析问题和解决问题的能力

Problem analysis and problem solving

注意细节和把握问题的实质

Attention to detail and accuracy

了解客户服务的原则和惯例

Knowledge of customer service principles and practices

计算机技能—熟练操作MS Office (Word & Excel) 和 PPT等软件

Computer literate – MS Office (Word & Excel) & PPT

环境适应能力强

Adaptability

工作积极主动

Initiative

抗压能力强

Stress tolerance

可适应周末、节假日上班（如需要）

Willing to work weekends / public holidays if needed

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