Service Management Specialist
il y a 2 jours
The ideal candidate will provide and maintain excellent customer service and be the frontline service contact for our external customers.
Responsibilities
Responsible for the operation and management of the customer interaction channels such as service hotlines, emails, ZOOMLINK, social media, etc., providing professional and timely customer service and support.
Responsible for answering customer inquiries from with accurate information about ZOOMLION products, technologies, after-sales services, etc. Resporsible for registering all kinds of customer requests/inquiries in, including but not limited to service orders, complaint processes, consultation processes and etc.
Responsible for customer callbacks and satisfaction surveys, conftact customers to get feedback and opinions via all sort of method such as calling, sendingemail, online chat and on-site, record the callback details and customer feedbackin the system.
Responsible for monitoring and pushing service process, maaintaining close communication with customers and product line service team,reminding service team to proceed with service orders promptly, reporting service violation casses to superiors.
Responsible for summarizing and reporting problems/suggestionsin daily works,
building and optimizing customer service processes and standards.
- Responsible for promoting customer interaction channels tocustomers by coordinating
with relevant departments to make materials such as service bprochures and customer
gifts.
- Responsible for other key tasks assigned by the superiors such as cross-functional
communication and cooperation, training about customer interfaction channels (such as
introduction of ZOOMLINK function and promotion), translation of working materials, etc.
Qualifications
In addition to being proficient in the native language, one must be fluent in English or Chinese and possess good listening, speaking, reading, and writing abilities.
Proficient in Microsoft software such as Word, Excel, PowerPoint, etc.
Identifying the corporate culture of ZOOMLION, one must have a good sense of service and empathy, be good at listening and communicating, be able to independently communicate with internal and external parties, handle customer demands, and have a strong sense of responsability.
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