Customer service and post-purchase specialist

<p>Customer service and post-purchase specialist</p><p></p><p>Main responsibilities:</p><p></p><p>Customer communication and support:</p><p></p><p>Through email, online chat systems (such as Zendesk), etc., timely and professionally handle global customers’ product inquiries, order inquiries and after-sales service requests.</p><p></p><p>Accurately judge the product problems reported by customers, provide effective fault diagnosis steps or solutions, and internally upgrade and follow up to solve complex technical issues. </p><p></p><p>Handle customer returns and exchanges, refund requests, follow company policies and ensure a positive customer experience.</p><p></p><p>Post-purchase system maintenance:</p><p></p><p>Detailed record and track every customer case, ensure all issues are closed-loop within the promised time frame.</p><p></p><p>Collect and organize common problems, product defects, and suggestions from customer feedback, summarize and submit them to the product and supply chain departments regularly, and use them as important inputs for product improvement.</p><p></p><p>Assist in maintaining and improving the company's knowledge base (Knowledge Base), including frequently asked questions (FAQ), user guides and troubleshooting manuals.</p><p></p><p>Customer Relationship Maintenance:</p><p></p><p>Execute customer care plan, such as sending product usage tips, maintenance advice, etc. to customers who have already purchased.</p><p></p><p>Participate in handling customer satisfaction surveys, analyze survey results and propose service improvement suggestions.</p><p></p>