Customer Service Specialist

Fotile America LLC; Lake Hiawatha (NJ); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading manufacturer of high-end kitchen appliances seeks a Customer Service Specialist to join their team. This role involves providing excellent customer support through various platforms, responding to inquiries, and managing customer data efficiently. Candidates should possess proficiency in both Mandarin and English, alongside strong communication and organizational skills.

Qualifications

• 1-3 years of relevant customer service experience preferred.
• Flexible and adaptable to work arrangements.
• Strong work ethic and able to handle multiple tasks.

Responsibilities

• Provide online customer support via emails and social media.
• Handle incoming calls regarding product questions and provide solutions.
• Track feedback and escalate issues as needed.

Skills

Proficiency in Mandarin

Proficiency in English

Excellent communication skills

Interpersonal skills

Detail-oriented

Education

Associate degree or higher

Job description

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About FOTILE
Come Join Our Team! FOTILE, a leading international manufacturer of high-end kitchen appliances. FOTILE is China's most successful high-end kitchen appliance manufacturer, with 16,000+ employees, 19 production lines, 4 assembly plants, 4 factories, 116 branch offices, numerous awards, and sales in 30 countries. Fotile is trusted by over 17 million families worldwide.

Job Requirements
Proficiency in Mandarin and English required.

Job Description

• Follow FOTILE’s operational standards as outlined in training and manuals.
• Approach each customer interaction with openness and adherence to FOTILE's service values and standards.
• Provide online customer support by monitoring and responding to inquiries via emails, WeChat, and other platforms within response time standards.
• Handle incoming calls regarding product questions, technical issues, and general concerns. Assess needs and provide solutions.
• Provide clear and accurate information, manage customer data, and maintain records.
• Track feedback from surveys and product metrics, escalate issues as needed, and follow up until resolution.
• Schedule and follow up on installation and repair appointments.
• Identify and process potential adverse events and technical complaints according to SOP.
• Perform additional tasks as directed by supervisors.
• Demonstrate responsibility, attention to detail, and organizational skills.

Qualifications

• Associate degree or higher preferred.
• Proficient in Chinese and English.
• 1-3 years of relevant customer service experience preferred.
• Flexible and adaptable to work arrangements.
• Excellent communication and interpersonal skills.
• Strong work ethic, detail-oriented, able to handle multiple tasks and meet deadlines.
• Preferably located on the West Coast.