Customer Service Specialist

FOTILE AMERICA LLC

Rancho Cucamonga, CA

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JOB DETAILS

SKILLS

Adverse Events, Chinese Language, Communication Skills, Customer Escalations, Customer Relations, Customer Service Evaluation, Customer Support/Service, Customer/Client Research, Detail Oriented, English Language, Interpersonal Skills, Mail Processing, Mandarin Chinese Language, Manufacturing Assembly, Market Share, Market Surveys, Metrics, Multitasking, Online Customer Support, Organizational Skills, Printing, Qualitative Analysis, Quantitative Analysis, Sales, Standard Operating Procedures (SOP), Time Management

LOCATION

Rancho Cucamonga, CA

POSTED

Today

Job description

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 to 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.

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Looking for Candidates preferably located in the West Coast.

Customer Service Specialist

FOTILE AMERICA LLC

Rancho Cucamonga, CA

About the Company

FOTILE AMERICA LLC

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