Customer Care & Process Improvement Specialist

Qcells North America; Irvine (CA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Hanwha Q CELLS America Inc. (HQCA) is seeking a Customer Care Specialist to field calls, resolve complaints, and collaborate with vendors and internal teams for timely resolutions. The role involves identifying process gaps and driving improvements across the business, reporting to management as needed.

The position is based in California with potential in-office arrangements; remote work may be considered in exceptional cases.

Qualifications

• 3+ years in customer service or related roles with proven issue resolution.
• Ability to identify process gaps and drive improvements.
• Excellent verbal and written communication skills.
• Highly organized, self-motivated, and able to multi-task.
• Collaborative team player with internal and external stakeholders.

Responsibilities

• Field customer calls and resolve complaints promptly and effectively.
• Collaborate with vendors and internal teams to drive timely resolutions.
• Handle complex and sensitive customer issues.
• Think critically, make sound decisions, and own the customer experience.
• Elevate issues when necessary and maintain detailed records.
• Identify process gaps and implement improvements with management.
• Work with Manager to deploy service improvements benefiting customers.
• Track status of issues and ensure follow-up and closure.
• Provide feedback to improve overall customer service strategies.

Skills

Customer service

Process improvement

Communication

Organization

Team collaboration

Job description

Hanwha Q CELLS America Inc. (HQCA) is seeking a Customer Care Specialist to field calls, resolve complaints, and collaborate with vendors and internal teams for timely resolutions. The role involves identifying process gaps and driving improvements across the business, reporting to management as needed.

The position is based in California with potential in-office arrangements; remote work may be considered in exceptional cases.