Customer Care Specialist | Experience & Process Improvement

Qcells North America; Santa Clara (CA); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Hanwha Q CELLS America Inc. is seeking a Customer Care Specialist to field customer calls, resolve complaints, and coordinate with vendors and internal teams to ensure timely resolutions.

The role emphasizes process improvement and delivering an exceptional customer experience from start to finish. The position reports to the Manager, Customer Care and may be based in Irvine, SF, or Santa Clara, CA, with an in-office schedule at the manager’s discretion.

Qualifications

• 3+ years of experience in customer service, customer success, or customer experience.
• Proven ability to identify process improvements and streamline workflows.
• Excellent verbal and written communication with strong problem-solving and conflict resolution.
• Highly organized, self-motivated, and able to prioritize in a fast-paced environment.
• Collaborative team player with internal and external stakeholder experience.

Responsibilities

• Field customer calls and complaints, delivering prompt resolutions.
• Collaborate with vendors and internal teams to drive timely resolutions for customers.
• Handle complex and sensitive customer issues.
• Think critically and make sound decisions.
• Own the customer experience from start to finish.
• Elevate issues when necessary and manage workload effectively.
• Identify and resolve customer issues and prioritize tasks.
• Gather customer feedback and identify process gaps for improvements.
• Work with the Manager to implement improvements benefiting customers and the business.
• Maintain detailed records of interactions and track issue status to closure.
• Provide feedback to improve customer service strategies and initiatives.

Skills

Customer service

Process improvement

Communication

Organization

Collaboration

Job description

Hanwha Q CELLS America Inc. is seeking a Customer Care Specialist to field customer calls, resolve complaints, and coordinate with vendors and internal teams to ensure timely resolutions.

The role emphasizes process improvement and delivering an exceptional customer experience from start to finish. The position reports to the Manager, Customer Care and may be based in Irvine, SF, or Santa Clara, CA, with an in-office schedule at the manager’s discretion.