Job Description

1. Fluent in Mandarin, with standard pronunciation and clear expression; proficient in one of the following languages: German, French, Italian, Spanish, with excellent listening, speaking, reading and writing abilities, able to communicate with customers smoothly and accurately in the target language.
2. Possess good communication skills, strong empathy and patience, able to accurately grasp customer needs and emotions, and provide targeted solutions to customer problems.
3. Have clear logical thinking ability, strong problem-solving ability, and be able to handle complex customer complaints and problems independently or through internal coordination.
4. Proficient in using computer office software (Word, Excel, Outlook, etc.), with a typing speed of at least 40 words per minute, and able to skillfully use various online communication tools.
5. Have a strong sense of responsibility, work initiative and team spirit, and be able to adapt to shift work (including night shifts and weekend shifts).
6. Relevant customer service experience in cross-border e-commerce or smart home appliance industry is preferred, but fresh graduates with excellent language skills are also welcome to apply. We are currently recruiting a Multilingual Customer Service Specialist to join our team. This role focuses on providing high-quality and professional customer support services for our smart home appliance products (such as robot vacuum cleaners, air purifiers and other small home appliances) to overseas customers who use German, French, Italian or Spanish. You will be the key bridge between the company and overseas customers, ensuring that customers' needs are promptly and effectively addressed, and enhancing customer satisfaction and loyalty to the brand.

1. Communicate with overseas customers fluently and professionally through multiple channels including emails, online messaging platforms (e.g., live chat, social media) and voice calls, using German, French, Italian or Spanish (depending on the language you are proficient in), to respond to customers' inquiries and demands in a timely manner.
2. Provide comprehensive after-sales support for smart home appliances:

• Assist customers in inquiring about order status and logistics information on the official product website and overseas e-commerce platforms (e.g., Amazon, eBay, etc.), track the entire logistics process, and timely feed back the progress to customers;
• Handle customer return and refund requests in accordance with the company's after-sales policies and overseas e-commerce platform rules, guide customers through the return and exchange process, sort out relevant materials, and ensure the smooth progress of the return and refund process;
• Answer customers' technical consultation on smart home appliances, including product installation, use methods, daily maintenance, common fault troubleshooting, etc., provide accurate and easy-to-understand solutions, and help customers solve product use problems;
• Record customer feedback, complaints and problems encountered in the service process in detail, sort out and summarize them regularly, and put forward reasonable suggestions for product improvement and service optimization.

1. Maintain good communication with internal departments (such as sales, logistics, technical support, etc.), coordinate relevant resources to solve complex customer problems, and ensure the continuity and effectiveness of customer service.
2. Strictly abide by the company's service standards and work processes, ensure that the service provided to customers is standardized, professional and thoughtful, and maintain a good brand image.

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