Essential Duties and Responsibilities:

• Answers incoming customer calls or emails regarding billing issues, product problems, service questions, and general client concerns

• Maintaining a positive, empathetic and professional attitude toward clients

• Solving customer issues to ensure satisfied customers and communicate with customers about store policies

• Keeping records of interactions, transactions, comments, and complaints

• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies

• Ability to multitask and handle general administrative work as it relates to the team when needed

Experience and Qualifications:

• Ability to answer a high volume of telephone calls, emails, and in-person inquiries

• Must be able to project a professional demeanor and provide polite and courteous customer service

• Prioritize the support issues, escalate them quickly and efficiently, follow-up on the resolution and give the customer regular updates

• Must have a sense of urgency, efficiency, and ability to adapt and multi-task.

• Possess strong knowledge of all current company policies and procedures

• Flexibility and ability to adapt to change in the work environment

• Must be proficient with Microsoft Office (MS Word, MS Excel)

• Bilingual in Chinese is a plus