Job Title: Customer Service Executive (English, Japanese & Chinese Speaking)
Responsibilities:
- Provide pre-sales and post-sales support, ensuring a seamless and professional customer journey at every touchpoint.
- Respond promptly and empathetically to customer inquiries via phone, email, and online chat, delivering accurate information about products and services.
- Assist customers in troubleshooting and resolving product issues in a timely, effective manner.
- Collaborate with end users, B2B partners, and internal teams on follow-ups such as RMAs, parts ordering, and service coordination.
- Handle customer complaints, suggestions, and feedback; coordinate with relevant departments to resolve concerns and enhance satisfaction.
- Record key information during customer interactions, maintain accurate customer profiles, and safeguard data integrity and privacy at all times.
- Adhere strictly to company policies, requirements, and procedures throughout daily operations.
- Contribute to optimizing customer service processes by actively identifying opportunities for improvement and sharing constructive feedback to boost overall efficiency.
- Regularly compile and summarize customer issues into actionable reports for management.
- Perform ad-hoc duties and carry out other related tasks as assigned by supervisors.
Requirements
- Bachelor's degree or above in any discipline, with prior customer service experience preferred
- Minimum 2 years' experience in customer service, call center, or customer success roles; experience in the Acoustics or HiFi industry is an advantage
- Technical knowledge of HiFi, acoustics, and wireless products (such as Wi-Fi, Bluetooth, and routers) is an asset
- Familiar with Salesforce would be an advantage
- Excellent written and spoken communication skills in English, Japanese and Chinese including Mandarin and Cantonese
- Clear and professional phone manner with a friendly, helpful tone
- Strong customer-focused mindset, self-motivation, exceptional analytical and problem-solving abilities
- Quick learner, excellent stress management, teamwork, and crisis & emergency communication abilities
- Proficiency in MS applications including Word, Excel, and general office software