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