KEY DUTIES AND RESPONSIBILITIES, include the following. Other duties may be assigned:
1.Handle internal and external inquiries and requests from 400 hotline.
2.Log tickets in SFDC for 400 hotline calls and any requests necessary for escalation or passing to other support functions.
3.Handle internal and external inquiries and requests from CS on-line Service and Corp. WeChat Group.
4.Handle tickets including internal and external inquiries/requests from CS public email on SFDC.
5.Tickets assignment in SFDC.
6.Generate the PID status report and notify the customers via SMS.
7.Bulk handling of Expedite, PVS detailed and TED extension.
8.Orders placement and cancellations by working with manufacturing team.
9.Keep good communicating mechanism and timely report to Customer Care Supervisor on any emergencies or any events that could impact the customers at a degree.
10.Be familiar with SOP and strictly follow on all CS working instructions
QUALIFICATIONS
1.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
2.Bachelor degree, minimum 1-2 years working experience in call center or customer service function, clinical or medical device field are preferred.
3.Excellent oral and written English and Chinese.
4.Excellent computer skill on excel/word/PPT.
5.Experience on data analysis, system maintenance, process management, project management and serious complaint handling.
6.Excellent problem solving skills.
7.Strong communication, interpersonal and coordination skills.