Customer Service Representative

Key Responsibilities

• Answer incoming customer calls, emails, and online messages in a professional and timely manner.
• Respond to customer inquiries regarding product features, usage, warranty, order status, delivery, and return & exchange policies.
• Assist customers with troubleshooting basic product issues and guide them through simple operation steps.
• Record customer information, feedback, complaints, and service details accurately in the customer service system / CRM.
• Escalate complex technical, quality, or logistics issues to the appropriate team (technical support, warehouse, sales) and follow up until resolution.
• Handle customer complaints calmly and professionally, aiming to resolve issues and maintain customer satisfaction.
• Process after-sales requests including warranty claims, return authorizations, and replacement arrangements according to company policy.
• Cooperate with sales, logistics, and technical teams to ensure smooth customer experience and timely issue closure.
• Maintain a positive and helpful attitude to build and strengthen customer loyalty to the brand.
• Follow all customer service procedures, quality standards, and compliance requirements set by the company.

Qualifications & Requirements

• Fluent in verbal and written English and Chinese; professional and clear communication skills.
• Strong customer service mindset, patience, and ability to empathize with customers.
• Basic computer skills: able to use email, spreadsheets, CRM systems, and online service tools.
• Good problem-solving skills and logical thinking; able to handle multiple tasks efficiently.
• Team-oriented, responsible, reliable, and able to work under moderate pressure.
• High attention to detail and ability to maintain accurate records.
• Prior experience in customer service, call center, or after-sales support is a plus.
• Familiarity with home appliances is a plus but not required.

职位类型：全职

薪资： $24.00至$27.00（每小时 ）

预计小时数：每周 40

福利:

• 401(k)
• Dental insurance
• Health insurance

Work Location: 现场办公