Customer Service Specialist II
2 months ago
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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