Customer Support Representative

Responsibilities

1. Responsible for the operation and management of the customer interaction channels, such as service hotlines, emails, ZOOMLINK, social media, etc., providing professional and timely customer service and support.
2. Responsible for answering customer inquiries with accurate information about ZOOMLION products, technologies, after‑sales services, etc. Responsible for registering all kinds of customer requests/inquiries in, including but not limited to service orders, complaint processes, consultation processes and etc.
3. Responsible for customer callbacks and satisfaction surveys, contacting customers to get feedback and opinions via all sort of methods such as calling, sending email, online chat and on‑site, recording the callback details and customer feedback in the system.
4. Responsible for monitoring and pushing service process, maintaining close communication with customers and product line service team, reminding service team ...