Customer Service Representative at Oraimo Smart Accessories

Responsibilities

• Customer Interaction: Handle inbound/outbound customer calls, emails, and chats in a professional, courteous manner
• Issue Resolution: Address customer inquiries, complaints, and service requests promptly and effectively
• Product/Service Knowledge: Maintain thorough understanding of company offerings to provide accurate information
• Documentation: Maintain accurate records of customer interactions and follow up as needed
• Problem Solving: Troubleshoot issues, identify solutions, and follow up to ensure resolution
• Policy Adherence: Follow company protocols, scripts, and compliance requirements
• Team Collaboration: Work with supervisors and team members to improve service quality
• Performance Metrics: Meet or exceed key performance indicators (KPIs) including call quality, handle time, and customer satisfaction scores. Provide a positive customer experience that aligns with the company's brand and values.

Requirements

• Education: High school diploma or equivalent
• Experience: Previous customer service experience preferred; call center experience a plus; preferably within the Logistics and e-commerce industry
• Communication: Excellent verbal and written communication skills
• Technical Proficiency: Comfortable with computers, CRM software, and multiple communication channels
• Problem-Solving: Strong analytical abilities and solution-oriented mindset
• Adaptability: Ability to handle difficult conversations and remain calm under pressure; smooth adaption to customer schedule.
• Multitasking: Capable of managing multiple systems while maintaining conversation quality
• Language Skills: Bilingual abilities may be required for specific positions.