Mission:
任务：
You act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
担任联络员，提供产品/服务信息，回答问题，准确高效地解决客户可能遇到的任何问题。目标是确保卓越的服务标准，高效地回应客户咨询，保持较高的客户满意度。
Key Responsibilities:
主要职责
- Answering customer inquiries via phone, email, chat and/or social media platforms
通过电话、电子邮件、聊天和/或社交媒体平台回答客户咨询
- Providing high quality service and support in a variety of areas including product & services information, taking orders, solving inquiries about customers’ accounts, orders. Maintain customer relationship by actively and patiently answering customer questions before, during and after sales and promote orders
为客户提供高质量的账户、产品、订单等相关信息的咨询服务，积极耐心解答客户售前、售中、售后问题并促成订单的生成
- Consistently creating a welcoming environment for the customer by greeting and assisting as well as quickly responding to customer inquiries and needs.
通过问候、协助以及快速回应客户的询问和需求，始终如一地为客户营造温馨的环境
- Keeping records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken.
保存客户互动记录，记录咨询、投诉和意见的详情以及采取的行动
- Handle customer complaints positively, obtain details of the complaints and provide appropriate solutions and alternatives within the time limits; follow up ensure resolution.
积极正向处理客户投诉，在规定时间内提供适当的解决方案和替代办法；跟进以确保问题得到解决
- Communicating product knowledge to clients as appropriate. Up-selling skin care products when appropriate and promoting a favorable image of the company
根据情况向客户宣传产品知识，适当时向客户推销护肤产品，并且宣传公司的良好形象
- Monitoring fraudulent charges.
监控欺诈性收费
- Responsible for compiling and generating reports as they relate to customer service. Track these results against global and regional benchmarks
负责编制和生成与客户服务相关的报告。根据全球和地区基准跟踪这些结果
- Maintain professional communication with customers & peers while using cross functional resources as tools.
利用跨职能资源作为工具，与客户和同行保持专业沟通
- Perform other duties as assigned by line manager.
完成领导交办的其他事务
QUALIFICATIONS:
任职资格：
- College Degree and above
大专及以上学历
- Proven customer support experience or experience as a Client Service Representative for 2-5 years
具有2-5年客户支持经验或客户服务代表经验
- Speaking Standard mandarin
普通话标准
- Strong client-facing and communication skills
面对客户和沟通能力强
- Customer orientation and ability to adapt/respond to different types of characters.
以客户为导向，能够适应/应对不同类型的角色
- Working knowledge of Microsoft Office applications, Wechat / Tmall environment.
熟悉 Microsoft Office 应用程序、微信/天猫环境
Skills：
技能：
- Top-notch customer service skills and excellent telephone and writing etiquette.
一流的客户服务技能，优秀的电话和书写礼仪
- Ability to engage in active listening and to actively look for ways to help customers.
能够主动倾听并积极寻找帮助客户的方法
- Ability to create exceptional positive relationships with customers.
能够与客户建立良好的关系
- Service-oriented and able to resolve customer grievances.
以服务为导向，能够解决客户的不满。
- Fast learner with a willingness to learn assigned duties and/or processes.
学习速度快，愿意学习分配的职责和/或流程
- Proven strong analytical & problem-solving skills.
必须具备很强的分析和解决问题的能力
- Highly organized, detail oriented.
必须有条理，注重细节
- Must be flexible and able to perform different day-to-day tasks or multitask based on business needs while keeping a positive and proactive attitude.
必须具有灵活性，能够根据业务需要执行不同的日常任务或多重任务，同时保持积极主动的态度
- Working knowledge of Microsoft Office applications.
具备微软办公应用程序的工作知识