After-Sales Service Executive

Job Description:

1. Customer Support:

1. Serve as the primary contact for addressing customer issues.
2. Ensure proactive and effective account management.
3. Cultivate and strengthen relationships with customers.

2. Problem Solving:

1. Analyze customer problems and collaborate with the technical team to diagnose and resolve technical issues.
2. Develop and implement effective solutions to meet customers' technical and service requirements.

3. Training and Documentation:

1. Guide customers through the implementation process, ensuring a seamless transition to our platforms.
2. Maintain and update customer support documentation to empower customers to resolve issues independently.

4. System Maintenance:

1. Conduct routine and ad hoc maintenance on the system, including bilingual translation and content management.

Requirements:

1. Educational Qualifications and Experience:

1. Bachelor’s degree or higher in relevant fields.
2. Minimum of 2 years of experience in customer service or technical support roles.

2. Skills:

1. Fluent in English and Mandarin to liaise with Chinese team members.
2. Familiarity with enterprise management systems, collaboration tools, or project management software preferred.
3. Excellent communication skills, capable of conveying information clearly and courteously to customers.
4. Strong problem-solving and decision-making abilities, with the capacity to address diverse customer issues promptly.

3. Characteristics:

1. Patient, friendly, and adept at handling pressure and complex customer situations with composure.
2. Attentive to customer experience and detail-oriented.
3. Passionate about the service and IT industry, with a positive attitude toward addressing customer needs.
4. Quick learner, able to grasp new product and service knowledge efficiently.