Customer Support Representative

About This Role

Founded in 1992, ZOOMLION Heavy Industry Science & Technology Co., Ltd. is mainly engaged in developing and manufacturing major high-tech equipment in the areas of engineering industry and agricultural industry.

We are seeking a proactive and customer-focused 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐑𝐞𝐩𝐫𝐞𝐬𝐞𝐧𝐭𝐚𝐭𝐢𝐯𝐞 (𝐂𝐒𝐑) to join our team. The ideal candidate will be responsible for handling customer inquiries, resolving issues efficiently, and ensuring a high level of customer satisfaction.

DUTIES AND RESPONSIBILITIES:

➤ Responsible for the operation and management of the customer interaction channels, such as service hotlines, emails, ZOOMLINK, social media, etc., providing professional and timely customer service and support.

➤ Responsible for answering customer inquiries from with accurate information about ZOOMLION products, technologies, after-sales services, etc. Responsible for registering all kinds of customer requests/inquiries in, including but not limited to service orders, complaint processes, consultation processes and etc.

➤ Responsible for customer callbacks and satisfaction surveys, contact customers to get feedback and opinions via all sort of method such as calling, sending email, online chat and on-site, record the callback details and customer feedback in the system.

➤ Responsible for monitoring and pushing service process, maintaining close communication with customers and product line service team, reminding service team to proceed with service orders promptly, reporting service violation cases to superiors.

➤ Responsible for summarizing and reporting problems/suggestions in daily works, building and optimizing customer service processes and standards.

➤ Responsible for promoting customer interaction channels to customers by coordinating with relevant departments to make materials such as service brochures and customer gifts.

➤ Responsible for other key tasks assigned by the superiors such as cross-functional communication and cooperation, training about customer interaction channels (such as introduction of ZOOMLINK function and promotion), translation of working materials, etc.

REQUIREMENTS:

✔️ Bachelor's degree or above, with professional background in Business Administration, Engineering Machinery, Mechanical Manufacturing, English, National Trade, etc.

✔️ Over one year experience in after-sales service in the construction machinery industry, familiar with the entire after-sales service process.

✔️ In addition to being proficient in the native language, one must be fluent in English or Chinese and possess good listening, speaking, reading, and writing abilities.

✔️ Proficient in Microsoft software such as Word, Excel, PowerPoint, etc.

✔️ Identifying the corporate culture of ZOOMLION, one must have a good sense of service and empathy, be good at listening and communicating, be able to independently communicate with internal and external parties, handle customer demands, and have a strong sense of responsibility.

Salary remuneration to be discussed after the selection process.

🌟Join ZOOMLION in transforming the landscape of high-end equipment manufacturing and advance your career in a role that blends innovation with flexibility.

🙋 ♂️ Know someone who might be interested?

📨 Please click on EASY APPLY and attach your CV in English as a PDF.