Customer Service at Central Research

Job Description

Key Responsibilities

• Provide online real-time text consultation and answers for platform users to solve operational problems, ensuring clear and accurate communication.
• Handle customer complaints and feedback promptly, analyzing root causes and implementing solutions to enhance overall satisfaction.
• Record and categorize customer inquiries systematically, maintaining detailed records for reference and reporting to relevant departments.
• Collaborate with cross-functional teams to relay customer needs and suggestions, contributing to product improvements and service enhancements.
• Communicate updated information to customers through appropriate channels, ensuring they are well-informed about significant changes or new features.
• Participate in regular training sessions to stay updated on platform policies, service protocols, and emerging customer needs.
• Monitor and analyze customer service metrics to identify areas for improvement and contribute to team performance optimization.
• Support the implementation of new customer service initiatives, including process improvements and tool adoption.
• Ensure compliance with company standards and regulations while maintaining a professional and courteous demeanor in all interactions.
• Escalate complex or unresolved issues to senior team members or management for further action.

Job Requirements

• Minimum of a bachelor's degree in business administration, communication, or a related field, with a preference for candidates with a degree in customer service or marketing.
• At least 1 year of experience in customer service, preferably in a tech or e-commerce environment, with a proven track record of handling diverse customer inquiries.
• Excellent communication skills, including the ability to articulate solutions clearly and professionally in both written and verbal formats.
• Strong problem-solving abilities and analytical mindset to address complex issues and provide effective resolutions.
• Proficiency in using customer service platforms, ticketing systems, and communication tools such as live chat, email, and phone support.
• Ability to work independently and as part of a team, with a focus on delivering consistent and high-quality service to all customers.
• Knowledge of customer relationship management (CRM) principles and practices, including data entry, reporting, and customer segmentation.
• Strong organizational skills to manage multiple tasks simultaneously and prioritize customer needs effectively.
• Basic understanding of product development processes and the ability to translate technical information into user-friendly language.
• Fluency in English is required, with additional language skills being a plus for candidates serving multilingual customer bases.
• Ability to adapt to a fast-paced environment and handle high-volume customer interactions with composure and efficiency.
• Commitment to continuous learning and professional development, including staying updated on industry trends and best practices.
• Excellent time management skills to ensure timely response to customer inquiries and adherence to service level agreements.
• Strong attention to detail to maintain accurate records and ensure data integrity in customer interactions.
• Ability to maintain confidentiality and handle sensitive customer information with discretion and professionalism.