Customer Service Engineer

Job Responsibilities:

1. **Answer Customer Calls:**

* Answer customer calls promptly and professionally, communicating with customers in a warm and friendly manner.

* Accurately record customer needs and issues to ensure information is error-free.

2. **Address Customer Inquiries:**

* Be familiar with the company's products and services to answer customer questions accurately and in detail.

* Provide product usage guidance and solutions to help customers overcome difficulties encountered during use.

3. **Handle Customer Complaints:**

* Listen patiently to customer complaints and feedback, and record the content of the complaints.

* Quickly analyze problems and provide effective solutions, coordinating with relevant departments when necessary.

4. **Record and Track Customer Feedback:**

* Document customer needs, issues, and feedback in detail, ensuring the completeness and accuracy of the information.

* Track the progress of issue resolution, ensuring customer problems are resolved promptly, and conduct follow-up calls with customers after resolution to confirm their satisfaction.

* Ensure the smooth operation of the after-sales service process to enhance the customer experience.

5. **Collect and Analyze Customer Opinions:**

* Gather customer opinions and suggestions, and report them to superiors promptly.

* Summarize and analyze common issues, propose suggestions for improvement, and optimize service processes.

6. **Achieve Work Targets:**

* Strive to meet various performance indicators set by the company, such as the number of calls answered and customer satisfaction levels.

Requirements:

• * Good communication and presentation skills with fluency in English.
• * Excellent customer service orientation and problem-solving abilities.
• * Proficient in computer operation and office software (such as Word, Excel, etc.).
• * Strong learning ability and adaptability.
• * Good team player.