Customer Service Representative

About the role

We are looking for a Customer Service Representative (CSR) to join our After-Sales Service Team. The role will be responsible for assisting customers with product concerns, warranty and service requests, basic troubleshooting, and case follow-ups. The CSR will also coordinate with technicians, warehouse, logistics, and other teams to ensure customer concerns are handled efficiently and resolved in a timely manner.

Key responsibilities

• Handle customer inquiries and concerns through calls, chat, email, and other communication channels.
• Provide product information, usage guidance, and basic troubleshooting assistance.
• Process and monitor customer cases, including repair, replacement, warranty, and other service requests.
• Follow up on pending cases and provide customers with timely updates.
• Coordinate with technicians, warehouse, logistics, and other departments regarding customer units and service requests.
• Prepare and process service documents such as Delivery Receipts (DR), Transfer Slips (TS), and other required records.
• Maintain accurate customer, case, and service records in the system.
• Escalate urgent, complex, or unresolved concerns to the appropriate team or supervisor.
• Prepare daily case reports and monitor pending, aging, and completed cases.
• Identify recurring customer or product concerns and report them to the supervisor.

About you

• Bachelor's degree or college-level education in any relevant field.
• Previous experience in customer service, after-sales service, e-commerce, or technical support is an advantage.
• Good verbal and written communication skills.
• Strong organizational and time-management skills, with the ability to handle multiple cases and prioritize urgent concerns.
• Proficient in Microsoft Office and other relevant systems or platforms.
• Comfortable working with case monitoring, spreadsheets, reports, and documentation.
• Customer-oriented and detail-oriented, with a strong sense of responsibility and accountability.
• Able to coordinate and work effectively with different departments and team members.
• Willing to learn product information, basic troubleshooting, and after-sales service procedures.