Customer Service (English/Chinese)

• Provide accurate and prompt information and answer inquiries regarding products, services, prices, sales terms, and related information to customers.
• Receive customer complaints, analyze problems, coordinate, and follow up on problem resolution until completion, while ensuring customer satisfaction.
• Coordinate with relevant departments such as Sales, Warehouse, Logistics, Accounting, and other units to ensure efficient customer service.
• Track order status, product delivery, and service status, while providing appropriate progress updates to customers.
• Prepare and verify documents related to customer service, such as quotations, purchase orders, invoices, and other documents according to the company's structure and processes.
• Support the sales team in customer care, task follow-up, and building good relationships with customers to maintain the customer base and increase service satisfaction.
• Supervise and provide guidance to the Customer Service team, including delegating tasks, monitoring performance, and assisting in resolving work-related issues.
• Analyze customer problems and complaints, and propose ways to improve work processes and service delivery.
• Prepare reports and summarize the performance of the Customer Service team to present to supervisors or executives.
• Perform other duties as assigned.

Qualifications: Age 30-40 years / Bachelor's degree or higher in Business Administration, Marketing, Management, or related fields. At least 2–3 years of experience in Customer Service / Customer Support / Sales Support. Possess Leadership skills with the ability to supervise, delegate tasks, follow up on work, and provide guidance to the team. Possess a Service Mind and a positive attitude toward customer service. Good communication skills with the ability to communicate and coordinate effectively with customers and internal departments. Possess Problem Solving & Decision Making skills with the ability to analyze problems and make decisions to resolve immediate issues. Proficient in Microsoft Office and related systems such as SAP. Experience in team management or having served as a Team Leader (will be specially considered). English proficiency at a level capable of communication and email writing.