Job Summary:
The Customer Service Analyst Mandarin will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis managed services and customer service clients to ensure high levels of customer satisfaction and productivity.
**Responsibilities**:
- Confer with customers by telephone to provide information about products and services, to take /modify orders or account information, or to obtain details of complaints.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
- Refer unresolved customer grievances to designated departments for further investigation.
- Determine charges for services requested, collect payments, and/or arrange for billing.
- Complete trouble ticket forms, prepare change of address records, and issue service discontinuance orders, using computers.
- Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes, such as extreme weather conditions that could increase shipping delays.
- Solicit sale of new or additional services or products, upsell.
- Review insurance terms with the callers to determine steps to follow for a particular claim to be covered by insurance.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Recommend upgrades in products, packaging, shipping, service, or billing methods and procedures to prevent future problems or to ensure customer satisfaction.
- Comply and adhere to Auxis operational processes and security policies.
- Use of client management tools for ticketing, ordering, and tracking usage.
- Must attend all customer service and performance-related scheduled meetings as required.
Skills and Experience:
- **English - Spanish and Mandarin Language (Oral and writing 90% or higher) (C1 or above)**:
- The customer service analyst will work on a flexible schedule.
- Resource will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Eastern Time Zone.
- Must be available to work on weekends.
- Must have a high school diploma or in progress to complete high school.
- Excellent verbal and written communication skills. A genuine interest in working with and helping customers.
- Must possess excellent Communication skills and Involvement.
- Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
- Good presentation and a polite, tactful, and friendly character