Customer Service Manager

Canaan U.S. Inc. is seeking a Customer Service Manager to support overseas customers with after-sales technical consultations and product service inquiries. The role coordinates repair and maintenance workflows, communicates with customers and internal departments, manages accessory orders, and prepares after-sales service reports.

Responsibilities:

• Responsible for answering questions and collecting feedback on after-sales technical consultation related to overseas customer products
• Responsible for service policies, service content, fault determination, equipment configuration, warranty period inquiry, maintenance status for customers and company products Online, telephone and email contact and support for inquiries, etc
• Responsible for reassuring customers for faulty equipment, and guiding customers to correct procedures for repair, packaging and transportation declarations
• According to the information communicated by customers, build faulty machines Cooperate with assigning maintenance work orders, tracking and arranging maintenance points and logistics departments, and timely feedback relevant information in the process to customers until the maintenance is completed
• Assist the person in charge of the after-sales department to collect basic information of overseas customers, customer operating status Product failure information, and register it in the after-sales system in time
• Assist the after-sales maintenance department to communicate with customers in a timely manner to ensure that relevant information in the maintenance process is fed back to customers in a timely manner and support the after-sales maintenance department to understand customer demands in a timely manner
• Assist the after-sales maintenance department , timely feedback the system, process and other problems found in related work, submit it to the relevant departments for resolution, until the problem is closed
• Responsible for the overall coordination and communication arrangements for overseas customers to purchase equipment accessories, and timely report the relevant progress to the warehouse, logistics and customers Feedback
• Timely and effective collection of after-sales customer service related data, and timely sorting and feedback to the person in charge of the after-sales department
• After-sales related abnormalities are found and submitted to the person in charge of the after-sales department in a timely manner
• Summarize and form an after-sales data report, and submit it to the after-sales department as required Person in charge
• Other matters temporarily arranged

Requirements:

• college degree or above
• Able to communicate in English, including written and oral communication, standard Mandarin, clear articulation, good communication skills
• Down-to-earth and sincere, with a certain ability to withstand pressure, patience, sense of responsibility
• Proficient in computer operation, Office Skilled use of software
• Have certain teamwork ability, obey superior management and arrangements, and be able to adapt to customer service shift arrangements
• management experience is preferred
• experience in ERP and after-sales customer system operation is preferred