Client Service Representative at Zhongxin Network Technology Company Limited

Job Summary

• We are looking for an experienced and dedicated Client Service Representative to join our dynamic team.
• The ideal candidate will be responsible for managing customer interactions through phone, email, and online platforms, ensuring the highest level of service.

Responsibilities
Customer Support:

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Resolve customer complaints and issues with patience, empathy, and understanding.
• Provide product/service information and troubleshooting guidance to customers.
• Maintain detailed records of customer interactions and issues.

Telesales:

• Conduct outbound calls to potential and existing customers, promoting products/services to generate sales leads.
• Identify customer needs and offer suitable product solutions to meet their requirements.
• Follow up with customers to ensure satisfaction and identify potential opportunities for upselling or cross-selling.

Customer Relationship Management:

• Build and maintain strong relationships with customers to enhance customer loyalty and satisfaction.
• Proactively identify opportunities for improving the customer experience and contribute to continuous improvement initiatives.

Administrative and Reporting Duties:

• Maintain accurate records of customer interactions, transactions, and feedback.
• Generate and analyze reports on customer interactions, sales performance, and customer satisfaction to track progress and performance.
• Collaborate with other departments (sales, operations, etc.) to ensure customer issues are resolved efficiently.

Product Knowledge:

• Stay informed about product updates, promotions, and company policies to provide accurate information to customers.
• Continuously improve knowledge of industry trends and customer service best practices.

Requirements

• Bachelor’s degree required
• 2 - 3 years of experience in customer service, with a focus on phone and email communication and telesales.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build rapport with customers.
• Ability to handle challenging customer situations with tact and professionalism.
• Sales-oriented with the ability to effectively promote products and close sales.
• Strong problem-solving skills and the ability to think on your feet.
• Proficient in using email platforms, and customer service tools.
• Ability to manage multiple customer interactions simultaneously.

Key Skills:

• Exceptional Communication Skills: Clear, professional, and courteous demeanor in all forms of communication (verbal and written).
• Problem-Solving Abilities: Ability to analyze a situation, identify the root cause of an issue, and present effective solutions.
• Empathy and Patience: Ability to remain calm and professional, particularly when dealing with frustrated or distressed clients.
• Organizational Skills: Proficiency in managing multiple tasks, prioritizing, and documenting interactions accurately.
• Product Knowledge: A strong and continually updated understanding of the company's offerings.
• Technical Proficiency: Familiarity with CRM software (like Salesforce, HubSpot, or Zendesk) and general office software (Microsoft Office/Google Workspace).