客服专员 Customer Service Specialist

Jobbeschreibung

客服专员 Customer Service Specialist Job Responsibilities： Handle hotline calls, Customer Service Email, Website Leads Form, Salesforce System Operations, and other related data and order processing tasks. 处理客户服务热线电话、客户服务邮件、网站潜在客户表单、Salesforce系统操作以及相关数据和订单处理任务. Handle inbound calls via the company’s smart customer service system, providing B2B clients with consultation and issue resolution regarding testing, inspection, and certification (TIC) services. 通过公司智能客服系统处理入站电话，为B2B客户提供测试、检验和认证（TIC）服务的咨询和问题解决 Proficiently operate smart CS platform features including IVR navigation, intelligent call routing, and ticket workflow management to ensure efficient call handling. 熟练操作智能客服平台功能，包括IVR导航、智能呼叫路由和工单流程管理，以确保高效的呼叫处理 Leverage the knowledge base and recommended scripts within the smart CS system to quickly and accurately address FAQs regarding quotations, testing lead times, sample submission requirements, and certificate inquiries. 利用智能客服系统中的知识库和推荐脚本，快速、准确地解答关于报价、检测周期、样品提交要求和证书查询的常见问题 Participate in maintaining and updating the smart CS knowledge base, including FAQ curation, script optimization, and new business scenario configuration. 参与维护和更新智能客服知识库，包括FAQ整理、脚本优化和新业务场景配置 Collaborate with the smart CS operations team on dialogue data annotation and chatbot training; analyze common unrecognized queries and propose optimization suggestions to improve the AI resolution rate. 与智能客服运维团队合作，进行对话数据标注和聊天机器人训练；分析常见无法识别的查询并提出优化建议，以提高AI解决问题的准确率 Regularly compile customer feedback data and produce service reports to support service improvement and business decision-making. 定期整理客户反馈数据并生成服务报告，以支持服务改进和业务决策 Guarantee high service level and ensure customer satisfaction. 保证高水平的服务并确保客户满意度 Proactively seek out new ways to improve customer experience and enhance overall operations. 主动寻找改进客户体验和提升整体运营的新方法 Collaborate with cross-functional teams within the organization to ensure timely delivery to customers. 与组织内的跨职能团队合作，确保按时交付给客户 Continuously improve customer service processes including collaboration with different functions. 持续改进客户服务流程，包括与不同职能部门的合作 Job Requirements： Bachelor’s degree or equivalent / 本科及以上学历或同等学历 1-3 years of relevant work experience. 1-3年相关工作经验 Customer and service-oriented mindset. 以客户为中心、服务导向的思维方式 Experience with SAP ERP and Salesforce. 熟悉SAP ERP和Salesforce. Good English skills. 良好的英语能力 Ability to multitask, prioritize tasks and manage time effectively. 能够同时处理多项任务，合理优先处理任务并有效管理时间. Excellent problem-solving abilities and attention to details. 优秀的问题解决能力和细节关注力 Good collaboration and smooth communication skills. 良好的协作能力和顺畅的沟通技巧