Customer Service Specialist
11 hours ago
About CATL
CATL is a global leader in the development and production of EV batteries and energy storage systems. Our mission is to provide innovative and sustainable energy solutions to customers around the world.
Job Responsibilities
Customer Interaction and Response
Respond to customer inquiries in a timely and professional manner, ensuring a high-quality customer experience.
Technical Expertise
Develop and maintain a deep understanding of electrical engineering terminology, with a focus on Lithium-ion battery components and energy storage systems.
Claim and Service Request Management
Manage customer claims and service requests, coordinating with field service engineers and project management engineers to ensure timely resolution.
Warranty and Quotation Management
Collaborate with field service engineers to determine warranty coverage for claims and generate quotations for customers.
Customer Experience Optimization
Minimize customer effort by proactively gathering solution-related information from internal resources and reducing the total number of communications required for resolving each request or claim.
Process Improvement and Feedback Collection
Contribute to team growth by proposing and implementing new initiatives, including standardizing the method for gathering customer feedback post-repair.
Job Requirements
- Bachelor or master degree;
- Advanced in Excel, Word, PowerPoint, Visio, Project;
- More than 3-year work experience in Project Mgt., Education, Consulting, After Sales, or industrial/automotive (optional);
- Proficiency in English, better to master more languages;
- Capability of good language expression, business negotiation, on-the-spot adaptability.
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