Customer Service Representative/Assistant is the first point of contact for customers, providing outstanding service and support through various channels including phone, email, chat, and social media. The CSR is responsible for resolving issues, answering questions, processing orders, and ensuring a high level of customer satisfaction and with constant communication with the senior professionals in China, Taiwan and other Mandarin speaking counterpart and clients.
Key Responsibilities:
- Respond to customer inquiries via phone, email, chat, or social media in a professional and timely manner.
- Resolve product or service problems by clarifying the customer’s complaint, determining the cause, and selecting the best solution.
- Process orders, returns, exchanges, and refunds accurately using internal systems.
- Maintain detailed records of customer interactions, transactions, and feedback.
- Escalate unresolved issues to the appropriate department or supervisor.
- Follow communication procedures, guidelines, and policies.
- Provide accurate information regarding products, services, promotions, and company policies.
- Continuously work toward meeting or exceeding individual and team performance metrics.
- Participate in training and development opportunities to improve service skills and product knowledge.
- Gather customer feedback and relay suggestions for improvements to the appropriate teams.