Customer Experience & Process Improvement Specialist

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

Job summary

Hanwha Q CELLS America Inc. in California seeks a Customer Care Specialist to field customer calls, resolve complaints, and coordinate with vendors and internal teams to drive timely resolutions.

The role requires strong customer service skills and a proactive mindset to improve processes. You will identify gaps, implement improvements with management, and own the customer experience from start to finish in a fast-paced environment.

Qualifications

• 3+ years in customer service or related roles with a track record of resolving customer concerns.
• Ability to identify process improvements and drive operational efficiencies.
• Strong verbal and written communication, problem-solving, and decision-making skills.

Responsibilities

• Field customer calls and complaints, delivering prompt resolutions.
• Collaborate with vendors and internal teams to drive timely resolutions.
• Handle complex and sensitive customer issues and own the experience end-to-end.
• Identify process gaps and work with management to implement improvements.
• Maintain records of interactions and track status for follow-up and closure.
• Provide feedback to improve customer service strategies.

Skills

Customer service

Process improvement

Communication

Organization

Collaboration

Job description

Hanwha Q CELLS America Inc. in California seeks a Customer Care Specialist to field customer calls, resolve complaints, and coordinate with vendors and internal teams to drive timely resolutions.

The role requires strong customer service skills and a proactive mindset to improve processes. You will identify gaps, implement improvements with management, and own the customer experience from start to finish in a fast-paced environment.