CUSTOMER SERVICE REPRESENTATIVE (Quận 1)

Job Description

Handle Customer Inquiries and Issues:

• Respond to customer inquiries via phone, email, or live chat, providing accurate information about our products and services
• Assist customers in troubleshooting issues of equipment, offering solutions and guidance to resolve technical problems

Provide Information about Products and Services:

• Provide the features, specifications, and benefits of Company’s beverage and culinary equipment for customers
• Support customers make informed purchasing decisions

Resolve Customer Complaints and Ensure Satisfaction:

• Address customer complaints and concerns in a timely and empathetic manner
• Follow up with customers to ensure that the issues have been resolved and provide any necessary additional support

Collaborate with Other Teams:

• Work closely with Sales & Technical service teams to address customer needs effectively
• Share customer feedbacks and insights with internal teams to inform product improvements and service enhancements

Provide Technical Support for Products:

• Offer technical assistance to customer services with installation, operation, or maintenance equipment
• Guide customers through troubleshooting procedures and escalate complex technical issues to the appropriate technical teams for further assistance

Manage Warranty Claims and Service Requests:

• Process warranty claims and service requests by company policies and procedures
• Coordinate with Technical teams to schedule service appointments and facilitate repairs or replacements as needed

Maintain Records of Customer Interactions and Transactions:

• Document all customer interactions includes inquiries, complaints, and resolutions in CRM system
• Keep detailed records of warranty claims, service requests, and technical support activities for future reference and analysis