Customer Care & Process Improvement Specialist

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

Job summary

Hanwha Q CELLS America Inc. (HQCA) in Irvine, CA is seeking a Customer Care Specialist to field customer calls, resolve complaints with vendors and internal teams, and drive timely resolutions.

This role focuses on owning the customer experience from start to finish while identifying process gaps for improvement. The ideal candidate has strong customer service skills, a knack for process improvement, and a desire to enhance the overall customer experience.

Qualifications

• 3+ years of experience in customer service, customer success, or customer experience with a proven track record of resolving issues.
• Demonstrated ability to identify process improvements, streamline workflows, and drive operational efficiencies.
• Excellent verbal and written communication skills with strong problem-solving and decision-making abilities.
• Highly organized and self-motivated, able to prioritize competing responsibilities in a fast-paced environment.
• Collaborative team player with experience partnering with internal teams and external stakeholders.

Responsibilities

• Field customer calls and complaints, providing prompt and effective resolutions.
• Collaborate with vendors and internal teams to drive timely resolutions for customers.
• Handle complex and sensitive customer issues.
• Own the customer experience from start to finish.
• Identify process gaps and areas for improvement based on customer feedback.
• Work with the Manager to implement process improvements that benefit the customer and the business.
• Maintain detailed records of customer interactions and track issue status for follow-up and closure.
• Provide feedback to help improve overall customer service strategies.

Skills

Customer service

Process improvement

Communication skills

Organization

Collaboration

Job description

Hanwha Q CELLS America Inc. (HQCA) in Irvine, CA is seeking a Customer Care Specialist to field customer calls, resolve complaints with vendors and internal teams, and drive timely resolutions.

This role focuses on owning the customer experience from start to finish while identifying process gaps for improvement. The ideal candidate has strong customer service skills, a knack for process improvement, and a desire to enhance the overall customer experience.