Customer Service Engineer

Job Responsibilities: 1. **Answer Customer Calls:** * Answer customer calls promptly and professionally, communicating with customers in a warm and friendly manner. * Accurately record customer needs and issues to ensure information is error-free. 2. **Address Customer Inquiries:** * Be familiar with the company's products and services to answer customer questions accurately and in detail. * Provide product usage guidance and solutions to help customers overcome difficulties encountered during use. 3. **Handle Customer Complaints:** * Listen patiently to customer complaints and feedback, and record the content of the complaints. * Quickly analyze problems and provide effective solutions, coordinating with relevant departments when necessary. 4. **Record and Track Customer Feedback:** * Document customer needs, issues, and feedback in detail, ensuring the completeness and accuracy of the information. * Track the progress of issue resolution, ensuring customer problems are resolved promptly, and conduct follow-up calls with customers after resolution to confirm their satisfaction. * Ensure the smooth operation of the after-sales service process to enhance the customer experience. 5. **Collect and Analyze Customer Opinions:** * Gather customer opinions and suggestions, and report them to superiors promptly. * Summarize and analyze common issues, propose suggestions for improvement, and optimize service processes. 6. **Achieve Work Targets:** * Strive to meet various performance indicators set by the company, such as the number of calls answered and customer satisfaction levels. Requirements: * Good communication and presentation skills with fluency in English. * Excellent customer service orientation and problem-solving abilities. * Proficient in computer operation and office software (such as Word, Excel, etc.). * Strong learning ability and adaptability. * Good team player.