Customer Service Associate
- Full-time
Company Description
Tenergy Corporation was established in 2004 in the heart of Silicon Valley, California. As a pioneer in providing total power solutions, Tenergy has enjoyed rapid growth by working closely with our customers to develop comprehensive battery and charger products. Tenergy serves a world-wide spectrum of industry clients through technical strength, innovative products. Our customers benefit from Tenergy’s broad product and technical capabilities in NiMH, Li-Ion, Li-Polymer, LiFePO4 and NiCd batteries, chargers, power management and other emerging power technologies. Tenergy products touch a wide variety of products in the rechargeable battery market, including industrial, consumer products, storage, transportation, medical, communication, military and many other special applications.
Job Description
Overall responsibility:
Interact with customers to provide and process information in response to inquiries, concerns and requests about products, services, and sales orders.
Key areas of responsibility:
- Proactively assist customers in the entire ordering process and after sales service via emails, phone calls and Live Chat.
- Achieve high level of customer satisfaction through timely and effectively responding customer questions in product selection and usage, order changes, returns and refunds, back orders, order and shipping status etc.
- Keep records of customer interactions and transactions - record details of inquiries, comments, complaints and actions taken. Provide customer feedback to product management and operational departments.
- Maintain high customer satisfaction rating at various rating sites and ecommerce platform
- Respond promptly to customer inquiries within 24 hours
- Obtain and evaluate all relevant information to handle inquiries and complaints
- Managed the internal coordination needed with operational departments such Warehouse, Purchasing, and production to ensure back order or order changes are taken care in a timely manner, and keep customer informed of the status.
- Follow-up on customer inquires not immediately resolved
- Transfer customer calls to appropriate staff
- Recommend process improvements when identified
- Maintain monthly report based on specific customer service criteria/stats
- Assist with basic marketing functions
Qualifications
Minimum Requirements:
- A great personality and a passion for helping customers.
- 2-year Associates Degree
- Type 60+WPM
- Strong organizational skills
- Computer literate with the ability to learn customer service software applications.
- Strong interpersonal, verbal and written communication and listening skills
- Strong attention to detail and accuracy
- Knowledge of consumer electronics products, administrative procedures, customer service principles and practices
- Understanding of basic online retail process and procedures
Additional Information
This is an entry-level position, and a great opportunity for someone looking to start a career working with battery/power supply and consumer electronic products at a fast growth company.