Remote Customer Experience & Process Specialist

Qcells; Santa Clara (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

Hanwha Q CELLS America Inc. is seeking a QSS Customer Care Specialist to field customer calls and resolve complaints while coordinating with vendors and internal teams for timely resolutions. The role emphasizes identifying process gaps and implementing improvements to enhance the overall customer experience.

The position is based in CA offices (Irvine, San Francisco, or Santa Clara) with an in‑office schedule at management discretion; remote work may be considered in exceptional cases.

Qualifications

• 3+ years of experience in customer service, customer success, or customer experience.
• Demonstrated ability to identify process improvements and streamline workflows.
• Excellent verbal and written communication with strong problem solving and decision making.

Responsibilities

• Field customer calls and complaints, providing prompt resolutions.
• Collaborate with vendors and internal teams to drive timely resolutions.
• Handle complex and sensitive customer issues and own the customer experience from start to finish.
• Maintain detailed records of customer interactions and track issue status for follow-up and closure.
• Identify process gaps and work with management to implement improvements.

Skills

Customer service

Process improvement

Communication

Organization

Team collaboration

Job description

Hanwha Q CELLS America Inc. is seeking a QSS Customer Care Specialist to field customer calls and resolve complaints while coordinating with vendors and internal teams for timely resolutions. The role emphasizes identifying process gaps and implementing improvements to enhance the overall customer experience.

The position is based in CA offices (Irvine, San Francisco, or Santa Clara) with an in‑office schedule at management discretion; remote work may be considered in exceptional cases.