China Feiyue Sewing Machine Corporate Group was founded in 1986 by Mr. Qiu Jibao and is presently one of the largest non-governmental enterprises in China. Feiyue has developed a complete system of product development, mold creation, machine and spare part manufacturing, quality control and after service since its foundation in 1986. In the field of sewing machinery, Feiyue has almost covered the whole range of sewing equipment.Currently it has a wide product line with 31 series and more than 300 products. The annual output of various sewing machines is 2 million sets, among which overlock sewing machines and stretch sewing machines account for 50% of total world production volume.

Job Summary

We are seeking a customer service representative to join our team. In this role, you will be responsible for providing effective customer service for all customers by using knowledge of company products and services. You will interact with customers to provide information in response to questions, concerns, and complaints by phone or online chat. The ideal candidate will have expert communication and listening skills. By listening effectively to find the root cause of issues, and communicating in a clear and friendly way, you are able to solve the issue and provide a positive customer experience. You know how to diffuse a tense situation and do everything within reason to quickly and effectively resolve the issue.

Responsibilities:

• Manage and prioritize multiple concerns
• Provide appropriate and correct information to incoming customer order status and product knowledge requests
• Maintain a positive attitude, even when faced with misplaced criticism or frustration
• Able to learn quickly and move on from both success and failure
• Process customer orders/changes/returns according to established department policies and procedures
• Work closely with the credit department to resolve disputed credit items
• Provide timely feedback to company management regarding challenges or customer concerns
• Partner with the sales team to meet and exceed customer service expectations
• Listen, document, and help resolve conflicts with customers
• Document the patterns and queries that may indicate a larger problem with the product or service that needs to be resolved

Requirements and Qualifications

• High school diploma
• Previous customer service experience
• Computer experience and aptitude
• Previous experience with corporate phone systems or switchboard
• Patience for dealing with confused or irate customers
• Problem-solving skills, and the ability to think under pressure
• Commitment to continuing education about the company, products, and services
• Background in marketing, especially a focus on customer insights and customer behavior is a plus

All your information will be kept confidential according to EEO guidelines.