Customer Service Specialist II

1 month ago

Shanghai, China iHerb Full time

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:

通过电子邮件、聊天工具和社交媒体直接与客户沟通

Work directly with customers via e-mail, phone, chat, and social media

与仓库部门和/或物流合作方合作，以回答相关询问和解决意外情况

Work with warehouse and/or logistics partner companies to resolve inquiries & exceptions

及时答复客户提出的所有问题

Respond promptly to all customer inquiries

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

处理并解决客户投诉

Handle and resolve customer complaints

管理客户账户

Manage customer accounts

记录客户联系信息，包括客户评论、详细信息和采取的行动

Record customer contacts: comments, details, and action taken

与公司各个部门进行沟通和协调

Communicate and coordinate with internal departments

保持与客户的互动

Follow-up on customer interactions

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

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

需要掌握两门语言，包括英语和另外一门语言

Bi-lingual (preferred) – English + other language

交际能力强

Interpersonal skills

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

打字速度：每分钟40个

Ability to type 40 WPM

环境适应能力强

Adaptability

工作积极主动

Initiative

抗压能力强

Stress tolerance

愿意加班（如需要，包含法定节假日）

Willing to do OT if needed (ie. public holidays)

判断/推理能力Judgment/Reasoning Ability:

能够运用良好的判断力，沉着、有策略地发现并解决问题。拥有判断问题和进行推理，并在问题升级时及时作出决定的能力。

Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy. Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

身体素质要求Physical Demands ：

（需要向身体有残疾的员工提供合理设施，以便其能够履行主要工作职责）

(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

客服代表在从事本项工作时，一般需要良好的语言沟通和聆听技巧，需要经常坐着工作、佩戴头戴式耳机；需要使用手、指工作、弯腰；需要同时使用手和胳膊俯身；需要在水平面上行走；需要在高于肩部或低于腰部的区域接触文件，以便全天对文件进行归档、存放相关资料和办公设备；还需要能够举起25磅重量的物体（要求具有适当的举起技能）。

While performing the duties of this job, the team member is regularly required to: talk and hear, sit frequently, wear a telephone headset, use hands and fingers, bend, stoop and reach with hands and arms, walk on level surfaces, reach above shoulder height, reach below the waist, lifting as required to file documents, store materials and office equipment throughout the workday. May include lifting up to 25 pounds (proper lifting technique required).

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