Customer Service Representative (Mandarin) at Fotile in Parsippany, NJ

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.

Job Responsibilities: ● 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. ● Identify and triage 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. ● Demonstrate a strong sense of responsibility, attention to detail, and excellent organizational skills to ensure high-quality and efficient work.

Qualifications: ● Associate degree or above preferred. ● Proficient in Chinese and English. ● 1- 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.

客服专员

职位描述： • 遵守所有培训和各种操作手册中规定的操作标准流程。以方太的服务价值和标准 来处理与每一个客户的互动交流。 • 在规定的响应时间和服务标准内，通过电子邮件，微信或其他平台监控和响应客 户询问并提供专业咨询服务，提供日常在线客户支持。 • 管理来自客户关于产品问题、技术问题和一般问题的来电，评估客户的需求并确 保适当的决心，以实现满意。 • 通过了解客户的需求，为客户提供清晰准确的信息。 • 管理和输入客户信息、电子文件归档和文件检索。 • 跟踪并分析客户调查和产品指标的定性和定量反馈，根据需要将信息上报给主管 并跟踪直到结束。 • 安排客户的安装和维护预约，并跟踪所有case直到关闭。 • 根据方太内部SOP有效识别和处理潜在的不良事件和技术投诉。 • 为客户和客户提供邮件、分发、复印、打印、接待、记录或其他在方太服务类别 中定义或概述的服务 • 识别和分类客户升级case及时提供解决方案，包括与其他功能的协作，以确保解 决方案落实到位。 • 完成由客服经理安排的其他问题。 • 工作态度认真负责、细心、有条理。

职位要求： • 大专及本科学历优先。 • 熟练使用中英文为工作语言。 • 1- 3年以上相关客服经验优先。 • 工作灵活，能适应工作安排。 • 优秀的沟通能力和人际交往能力。 • 强烈的职业道德，注重细节，能在坚持期限的同时完成多项任务

FOTILE is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:M/F/D/V