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Customer Experience Analyst - Mandarin Speaking
The Customer Experience Analyst will deliver exceptional business and customer support, working both independently and collaboratively within a project team. This role focuses on assisting clients managed by Auxis to ensure outstanding levels of customer satisfaction and operational efficiency.
Key Responsibilities
- Engage with customers via phone to provide detailed information regarding products and services, process orders, or gather details about complaints.
- Maintain comprehensive records of customer interactions and transactions, documenting inquiries, complaints, and actions taken.
- Address and resolve customer service or billing issues through activities such as processing returns, issuing refunds, and adjusting invoices.
- Verify that appropriate measures were implemented to resolve customer concerns.
- Proactively contact customers to address inquiries or inform them of the outcomes of claim investigations and any necessary adjustments.
- Escalate unresolved customer complaints to designated departments for further resolution.
- Calculate service charges, collect payments, and manage billing arrangements.
- Complete trouble ticket documentation, update address records, and issue service discontinuation orders using computer systems.
- Gather and analyze relevant information to evaluate the legitimacy of complaints and identify potential causes, such as adverse weather conditions affecting delivery times.
- Promote additional services or products to customers, enhancing sales opportunities.
- Review insurance policies with customers to clarify the steps necessary for claims to be covered.
- Compare returned merchandise with original orders and prepare invoices for returned items.
- Suggest improvements in products, packaging, shipping, services, or billing processes to prevent future issues and enhance customer satisfaction.
- Adhere to Auxis operational procedures and security protocols.
- Utilize client management systems for ticketing, ordering, and usage tracking.
- Attend all scheduled meetings related to customer service and performance as required.
Required Skills and Experience
- Proficiency in English, Spanish, and Mandarin (oral and written communication at 90% or higher, C1 level or above).
- Flexibility to work on a varied schedule, including weekends.
- A high school diploma or equivalent is required.
- Excellent verbal and written communication skills, with a strong commitment to customer service.
- Proven ability to deliver high levels of customer satisfaction in a fast-paced, high-demand environment.
- Strong presentation skills and a courteous, friendly demeanor.
Note
This position is integral to maintaining the high standards of customer service that Auxis is known for, ensuring that all interactions are handled with professionalism and care.
