Customer Experience Specialist
4 weeks ago
Job Summary
We are seeking a highly skilled Customer Experience Specialist to join our team at Converge (Shanghai) International Trading Co. Ltd. As a key member of our customer service team, you will be responsible for providing exceptional customer experiences through timely and professional responses to customer inquiries, efficient order loading, and effective problem resolution.
Key Responsibilities
- Customer Interaction: Respond to customer inquiries via various channels in a timely and professional manner, ensuring customer satisfaction.
- Sales Activities and Support: Handle day-to-day sales activities, sales support, and customer service tasks for specified customers and assigned accounts, maintaining efficiencies in corporate operational processes and procedures.
- Problem Resolution: Address and resolve customer complaints and issues effectively, ensuring customer satisfaction, and executing demand creation activity, applicable contracts, value-added programs, returns, invoicing, credit, and shipping issues.
- Documentation: Accurately document customer interactions and transactions, recording details of inquiries, complaints, and actions taken.
- Feedback Collection: Gather and report customer feedback to help improve processes.
- Team Collaboration: Work closely with other departments to ensure a seamless customer experience, supporting the sales team with direct customer contact for the Order to Invoice process within Planned Demand.
- Process Improvement: Suggest and implement improvements to enhance the efficiency and quality of customer service operations.
Requirements
- Developed specialized skills or multi-skilled through job-related training and considerable on-the-job experience.
- Completes work under moderate supervision.
- Likely to act as an informal resource for colleagues with less experience.
- Identifies key issues and patterns from partial/conflicting data.
- Takes a broad perspective to problems and spots new, less obvious solutions.
Location: CN-Shanghai, China (SOHO Tianshan Sq)
Time Type: Full time
Job Category: Business Support
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