Customer Service Specialist at Fotile America LLC – Parsippany, New Jersey

About FOTILE:
Come Join Our Team! FOTILE, a leading international manufacturer of High-end Kitchen Appliance. FOTILE is, China's most successful high-end kitchen appliance manufacture, with 16,000+ employees, 19 production lines, 4 assembly plants, 4 factories, 116 branch offices, 26 German IF awards, 22 Red Dot Awards, Sales in 30 countries, and over 43% market share of the Chinese high-end kitchen appliance market. Fotile is the choice of appliance for over 17 million families around the world.

Requirement: Proficiency Mandarin and English

Job Description
• Comply with FOTILE’s standards of operations as set forth in all training and all
kinds of operational manuals.
• Must approach each customer interaction with openness and acceptance that is
in alignment with FOTILE's Service Values and standards.
• Provide day-to-day online customer support by monitoring and responding to
Cases and customers’ inquiries via emails, WeChat, and other platforms within
defined response times and service standards.
• Handle incoming customer calls regarding product questions, technical issues,
and general concerns. Assess customer needs and provide appropriate
solutions to ensure satisfaction.
• Provide clear and accurate information to customers by understanding their
needs.
• Manage and input customers’ information, electronic filing, and retrieval of
documents.
• Track and analyze qualitative and quantitative feedback from customer surveys
and product metrics, escalate cases to the supervisor as needed, and follow up
until the case is closed.
• Scheduling installation and repair appointments for customers and following up
on all tickets until closed.
• Effective identification and processing of potential Adverse Events and Technical
Complaints in accordance with FOTILE’s internal SOP.
• Provide mail, distribution, copy, printing, reception, file, or other services defined
or outlined in FOTILE’s service category with clients and customers
• Identifying and triaging customer escalations through resolution, including
collaboration with other functions to ensure compliant solutions.
• Perform other assignments or tasks as directed by the Supervisor, which may
arise from time to time.
• Demonstrates a strong sense of responsibility, attention to detail, and excellent
organizational skills to ensure high-quality and efficient work.

Job Requirement
• Associate degree or above 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, attention to detail, and ability to accomplish multiple tasks
while sticking to deadlines.

Looking for Candidates preferably located in the West Coast.

客服专员

职位描述：
• 遵守所有培训和各种操作手册中规定的操作标准流程。以方太的服务价值和标准
来处理与每一个客户的互动交流。
• 在规定的响应时间和服务标准内，通过电子邮件，微信或其他平台监控和响应客
户询问并提供专业咨询服务，提供日常在线客户支持。
• 管理来自客户关于产品问题、技术问题和一般问题的来电，评估客户的需求并确
保适当的决心，以实现满意。
• 通过了解客户的需求，为客户提供清晰准确的信息。
• 管理和输入客户信息、电子文件归档和文件检索。
• 跟踪并分析客户调查和产品指标的定性和定量反馈，根据需要将信息上报给主管
并跟踪直到结束。
• 安排客户的安装和维护预约，并跟踪所有case直到关闭。
• 根据方太内部SOP有效识别和处理潜在的不良事件和技术投诉。
• 为客户和客户提供邮件、分发、复印、打印、接待、记录或其他在方太服务类别
中定义或概述的服务
• 识别和分类客户升级case及时提供解决方案，包括与其他功能的协作，以确保解
决方案落实到位。
• 完成由客服经理安排的其他问题。
• 工作态度认真负责、细心、有条理。

职位要求：
• 大专及本科学历优先。
• 熟练使用中英文为工作语言。
• 1- 3年以上相关客服经验优先。
• 工作灵活，能适应工作安排。
• 优秀的沟通能力和人际交往能力。
• 强烈的职业道德，注重细节，能在坚持期限的同时完成多项任务