我們正在尋找一位敬業且以客戶為導向的客服支援專員加入我們的團隊。您將負責為 Phrozen 3D 列印機的終端客戶提供卓越的支援服務,處理客戶在銷售前後的各種諮詢,包括:出貨狀態查詢、保固零件、更換需求及基本故障排除問題。
您的角色對於確保順暢的客戶體驗以及建立客戶對我們品牌的信任至關重要。
【職務內容】
1.客戶溝通:
-透過電子郵件迅速回應客戶關於購買及產品的詢問,並確保溝通清晰且專業。
-回答有關訂單出貨狀態及交貨時間的問題。
2.售後支援:
-處理保固理賠,包括審核申請並協調更換或維修事宜。
-協助客戶進行 Phrozen 3D 列印機的技術問題排除。
-需配合周末加班
3.問題解決:
-辨識重複性問題,並將複雜問題升級至相關技術團隊處理。
-記錄常見問題解決方案,以提升回覆效率。
4.客戶滿意度:
-提供同理且有幫助的支援,讓客戶感受到被重視。
-收集客戶回饋,協助改進產品及服務。
【工作目標】
-透過迅速且有效地解決問題,維持高水平的客戶滿意度。
-確保所有客戶詢問能及時且準確地回應。
-與其他團隊(如技術支援及物流部門)建立協作且高效的工作關係。
【必要技能】
-溝通能力: 具備良好的口語與書面溝通能力,能與客戶有效互動。
-問題解決: 擁有批判性思考能力,能夠解決基礎技術問題。
-技術熟悉度: 基本了解3D列印技術,或具備學習相關技能的意願。
-時間管理: 能夠有效地優先處理並管理多個客戶的詢問。
-同理心與耐心: 客戶導向的心態,能以專業態度處理各類詢問。
【優先條件】
-具備客戶服務經驗,尤其是科技或電商領域者尤佳。
-熟悉CRM工具(如Zendesk或類似平台)。
-對3D列印機有基礎了解,或有電子設備故障排除經驗者優先考慮。
-英語能力中等以上為佳。
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We are seeking a dedicated and customer-oriented Customer Service Support Agent to join our team. The successful candidate will be responsible for providing exceptional support to our end customers, addressing inquiries related to Phrozen 3D printers. You will handle pre- and post-sales queries, including shipping statuses, warranty parts, and basic troubleshooting issues. Your role will be pivotal in ensuring a seamless customer experience and fostering trust in our brand.
【Key Responsibilities】
1.Customer Communication:
-Respond promptly to customer inquiries about the purchase, product via email, focusing on clarity and professionalism.
-Address questions regarding order shipping status and delivery timelines.
2.After-Sales Support
-Manage warranty claims, including processing requests and coordinating replacements or repairs.
-Assist customers in troubleshooting technical issues with Phrozen 3D printers.
3.Problem Solving:
-Identify recurring issues and escalate complex problems to the appropriate technical team.
-Document solutions for frequently asked questions to improve response efficiency.
4.Customer Satisfaction:
-Ensure customers feel heard and valued by providing empathetic and helpful support.
-Collect feedback to help improve products and services.
【Objectives】
-Maintain high levels of customer satisfaction by resolving issues quickly and efficiently.
-Ensure timely and accurate responses to all customer inquiries.
-Support a collaborative and productive relationship with other teams, including technical support and logistics.
【Required Skills】
-Communication: Strong verbal and written communication skills to effectively interact with customers.
-Problem-Solving: Ability to think critically and resolve basic technical issues.
-Technical Proficiency: Basic knowledge of 3D printing technology or the willingness to learn.
-Time Management: Ability to prioritize and manage multiple customer inquiries efficiently.
-Empathy and Patience: A customer-focused mindset to handle inquiries with professionalism.
【Preferred Experience】
-Experience in customer service, preferably in a tech or e-commerce setting.
-Familiarity with CRM tools like Zendesk or similar platforms.
-Basic understanding of 3D printers or experience in troubleshooting electronic devices is a plus.
-English language is required.