Customer Service Representative Mandarin
hace 2 semanas
Customer Service Representative Mandarin
The Customer Service Representative will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis managed services and customer service clients to ensure high levels of customer satisfaction and productivity.
Responsibilities
- Provide information about products and services to customers, take/modify orders or account information, or obtain details of complaints.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Resolve customers' service or billing complaints by exchanging merchandise, refunding money, and adjusting bills.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Notify customers of claim investigation results and any planned adjustments.
- Refer unresolved customer grievances to designated departments for further investigation.
- Determine charges for services requested, collect payments, and/or arrange for billing.
- Complete trouble ticket forms, prepare change of address records, and issue service discontinuance orders, using computers.
- Assess the validity of complaints and determine possible causes, such as extreme weather conditions that could increase shipping delays.
- Sell new or additional services or products, upsell.
- Explain insurance terms with customers to determine steps to follow for a particular claim to be covered by insurance.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Recommend upgrades in products, packaging, shipping, service, or billing methods and procedures to prevent future problems or to ensure customer satisfaction.
- Comply and adhere to Auxis operational processes and security policies.
- Use client management tools for ticketing, ordering, and tracking usage.
- Attend all customer service and performance-related scheduled meetings as required.
Requirements
- Excellent verbal and written communication skills.
- Genuine interest in working with and helping customers.
- Excellent communication skills and involvement.
- Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
- Good presentation and a polite, tactful, and friendly character.
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