Customer Service Specialist

Join to apply for the Customer Service Specialist role at Fotile America LLC

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Join to apply for the Customer Service Specialist role at Fotile America LLC

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.