Customer Service Executive (MANDARIN SPEAKER)

We are currently looking for someone who is energetic and empathetic to join our team as a Customer Service Executive. You will be responsible for providing excellent customer support and ensuring customer satisfaction. Fluency in Mandarin and English is required for this position.

我们正在寻找一位充满活力且富有同理心的人才加入我们的团队，担任客户服务专员（Customer Service Executive）。您将负责提供优质的客户支持，并确保客户的满意度。此职位要求流利的中文和英语。

1) Responding to customer inquiries: Promptly and professionally handle incoming calls, emails, and messages from customers. Provide accurate information and assistance regarding our confinement food delivery service.

响应客户咨询：
及时且专业地处理客户通过电话、电子邮件和信息渠道的咨询，提供关于我们的月子餐配送服务的准确资料和帮助。

2) Order management: Assist customers in placing orders, modifying orders, and addressing any issues related to order processing or delivery. Ensure timely and accurate order entry into the system.

订单管理：
协助客户下单、修改订单，并解决任何与订单处理或配送相关的问题。确保订单及时、准确地录入系统。

3) Problem resolution: Identify and resolve customer concerns and complaints effectively. Investigate and troubleshoot issues to provide appropriate solutions or escalate to the relevant department if necessary.

解决问题：
有效解决客户的疑问和投诉。调查并排查问题，提供合适的解决方案，如有需要，及时上报相关部门。

4) Product knowledge: Acquire and maintain in-depth knowledge of our confinement food menu, ingredients, dietary requirements and delivery policies. Be able to answer customer questions and make appropriate recommendations.

产品知识：
了解并掌握我们的月子餐菜单、食材、饮食要求及配送政策。能够解答客户问题，并提供合适的建议。

5) Order tracking: Monitor and track the progress of customer orders. Provide updates to customers regarding the status of their deliveries and address any delivery-related concerns.

订单跟踪：
监控和跟踪客户订单的进展，为客户提供配送状态更新，并处理任何与配送相关的问题。

6) Documentation and record-keeping: Maintain accurate and detailed customer records, including order information, customer preferences, and interactions. Update customer profiles and order history as necessary.

文档管理与记录：
维护准确、详细的客户记录，包括订单信息、客户偏好和互动历史。必要时更新客户资料和订单记录。

7) Customer feedback: Collect and document customer feedback, suggestions, and complaints. Convey customer insights and suggestions to the relevant teams to improve our service quality.

客户反馈：
收集并记录客户的反馈、建议和投诉。将客户的意见传达给相关团队，以持续优化我们的服务质量。