Customer Service Specialist
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About the Role
Job responsibilities 1.Customer Service Support ①Answer calls & messages, solve common queries, transfer complex ones； ②Record complaints, help investigate, track progress & feedback results； ③Gather customer feedback via callbacks & surveys, then submit.
Key Skills for This Role
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Overview
Job responsibilities
1.Customer Service Support
①Answer calls & messages, solve common queries, transfer complex ones；
②Record complaints, help investigate, track progress & feedback results；
③Gather customer feedback via callbacks & surveys, then submit.
2.Service Process Assistance
①Handle order entry, review & tracking, coordinate service arrangement.
②Aid in resource allocation, plan staff tasks.
③Analyze process, suggest improvements.
3.Service Network Management
①Follow up on service provider work orders, resolve issues, ensure on-time delivery.
②Collect feedback, report to manager, help find solutions.
4. Spare Parts Management and Scheduling
①Create & update inventory ledger, ensure data accuracy.
②Schedule parts based on orders, avoid stock issues.
③Regularly check inventory, handle expired/damaged parts.
5.Document and Data Management
①File service contracts & reports.
②Analyze service data, make reports for decision-making.
③Compile & submit weekly/monthly reports.
6.Other Tasks
①Join key service projects, help with project work.
②Complete ad-hoc research, visits, etc.
Qualification requirements
1.Professional Skills
①Office Software Proficiency：Master Excel, Word, PowerPoint.
Use Excel for data analysis & report creation,
②Customer Service System Operation：Familiar with common systems CRM;
③Basic Technical Knowledge：Understand product/service tech principles
2.Work Experience
①Customer Service Experience Preferred：Candidates with 1 - 3 years in customer service;
②Service Process Management Experience：Experience in service process optimization, order management, or resource allocation
3.Personal Abilities
①Excellent Communication Skills;
②Strong Organizational Skills;
③Problem - solving Ability;
④Teamwork Spirit
4.Other Requirements
①Proactive Work Attitude;
②Good Professional Ethics;
③Overtime and Travel Adaptability
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