Job Responsibilities

l Answer incoming voice calls from overseas customers in fluent English, respond promptly to inquiries covering full-scenario issues including orders, logistics, payments, after-sales service of products, account access permissions, promotional offers and platform regulations.

l Accurately document customer demands, order details, contact information and problem categories, and input complete and error-free information into work tickets on the customer service system.

l Pacify agitated complaining customers, listen to their demands patiently and communicate with standardized scripts to ease customers’ negative sentiments and minimize negative reviews, refunds and platform complaints.

Requirements:

1. Provide professional and timely customer support for North America clients via email, live chat, and ticketing systems (e.g., Zendesk);

2. Address customer inquiries related to orders, shipping, product usage, after-sales repairs, and replacements to enhance customer satisfaction;

3. Record, categorize, and follow up on customer feedback, collaborating with internal teams to ensure issue resolution;

4. Familiar with and capable of handling customer service operations on mainstream e-commerce platforms such as Shopify and Amazon;

5. Support additional customer service tasks as required by business needs.

I. Job Stability

1，Demonstrated career stability, with at least one of the two most recent positions lasting no less than 1 months (candidates with 1 year or more in a role are strongly preferred);

2，Candidates with a history of frequent job changes will not be considered.

II. Experience Requirements

1，Recent graduates and candidates without prior work experience will not be considered.

2，All candidates must have at least 1 year of full-time customer service experience. Candidates with extensive contact center experience may be considered with a minimum of 6 months of customer service experience, provided they have formal employment contracts and complete work history records.

III. Preferred Qualifications (meet at least two of the following)

1， Experience handling customer service on mainstream e-commerce platforms such as Shopify or Amazon;

2， Familiarity with customer service systems such as Zendesk, quickcep, or Udesk (experience with Ruiyun (RC), OMS, or other repair/replacement systems is a plus);

3，At least 1 year of customer service experience in the smart cleaning industry or electronics industry.