Job Function
Provide first level technical service to customers worldwide, including but not limited to hotline, email, WhatsApp and other communication methods. Through professional technical support and good service skills on batteries, inverters and other related energy storage products, the customer's problems will be changed from existing to non-existing, with the ultimate goal of increasing customer satisfaction with products and services.
Job Description
- Handle the import/export of technical issues with energy storage products for global customers, acting as a direct window of communication with customers to resolve or escalate service inquiries that come in via phone, tickets, etc.
- Provide customers with required product or service information, including pricing, specifications, usage, etc.
- Help customers solve problems encountered when using energy storage products or services. If the problem cannot be solved directly, it needs to be referred to the appropriate technical support or other departments.
- Record each interaction with the customer in the system, including problems raised by the customer, solutions provided and follow-up.
- Adhere to the service procedures and standards set by the company to ensure quality of service.
- Continuously attend training to improve personal skills and learn new product or service information to ensure accurate information and quality service is provided.
- Others ad hoc task given.
Job Requirements
- Language skills: strong listening, speaking, reading and writing skills in English, fluent in spoken English.
- Proficiency in Mandarin is desirable, as the candidate will need to effectively communicate and collaborate with our Chinese technical team on various cross-department projects.
- Good communication skills, know how to listen to customer problems and communicate with empathy.
- At least 3 years of experience in the customer service field.
