Customer Care Specialist - Remote, Process Improvement

Qcells North America; San Francisco (CA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

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

The role focuses on improving processes based on customer feedback and driving overall customer satisfaction. The position reports to the Manager of Customer Care or designated management and may require in-office work at Irvine, SF, or Santa Clara with potential remote consideration in exceptional cases.

Qualifications

• Minimum 3+ years in customer service, customer success, or customer experience with a track record of resolving concerns.
• Demonstrated ability to identify process improvements, streamline workflows, and drive operational efficiencies.
• Excellent verbal and written communication with strong problem-solving and conflict resolution skills.
• Highly organized and self-motivated, able to prioritize 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 and own the customer experience end-to-end.
• Identify process gaps from customer feedback and work with management to implement improvements.
• Maintain detailed records of interactions and track status to ensure follow-up and closure.

Skills

Customer service

Process improvement

Communication

Organization

Team collaboration

Job description

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

The role focuses on improving processes based on customer feedback and driving overall customer satisfaction. The position reports to the Manager of Customer Care or designated management and may require in-office work at Irvine, SF, or Santa Clara with potential remote consideration in exceptional cases.