Customer Service Executive

4 days ago

Shenzhen, Guangdong, China KEF | Kent Engineering & Foundry Full time

Responsibilities:

  • Provide pre-sales and post-sales support, ensuring a seamless and professional customer journey at every touchpoint.
  • Respond promptly and empathetically to customer inquiries via phone, email, and online chat, delivering accurate information about products and services.
  • Assist customers in troubleshooting and resolving product issues in a timely, effective manner.
  • Collaborate with end users, B2B partners, and internal teams on follow-ups such as RMAs, parts ordering, and service coordination.
  • Handle customer complaints, suggestions, and feedback; coordinate with relevant departments to resolve concerns and enhance satisfaction.
  • Record key information during customer interactions, maintain accurate customer profiles, and safeguard data integrity and privacy at all times.
  • Adhere strictly to company policies, requirements, and procedures throughout daily operations.
  • Contribute to optimizing customer service processes by actively identifying opportunities for improvement and sharing constructive feedback to boost overall efficiency.
  • Regularly compile and summarize customer issues into actionable reports for management.
  • Perform ad-hoc duties and carry out other related tasks as assigned by supervisors.

Requirements

  • Bachelor's degree or above in any discipline, with prior customer service experience preferred
  • Minimum 2 years' experience in customer service, call center, or customer success roles; experience in the Acoustics or HiFi industry is an advantage
  • Technical knowledge of HiFi, acoustics, and wireless products (such as Wi-Fi, Bluetooth, and routers) is an asset
  • Familiar with Salesforce would be an advantage
  • Excellent written and spoken communication skills in English, Japanese and Chinese including Mandarin and Cantonese
  • Clear and professional phone manner with a friendly, helpful tone
  • Strong customer-focused mindset, self-motivation, exceptional analytical and problem-solving abilities
  • Quick learner, excellent stress management, teamwork, and crisis & emergency communication abilities
  • Proficiency in MS applications including Word, Excel, and general office software

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