Job Summary:The Customer Service Analyst Mandarin will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis managed services and customer service clients to ensure high levels of customer satisfaction and productivity.**Responsibilities**:- Confer with customers by telephone to provide information about products and services, to take /modify orders or account information, or to obtain details of complaints.- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.- Check to ensure that appropriate changes were made to resolve customers' problems.- Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.- Refer unresolved customer grievances to designated departments for further investigation.- Determine charges for services requested, collect payments, and/or arrange for billing.- Complete trouble ticket forms, prepare change of address records, and issue service discontinuance orders, using computers.- Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes, such as extreme weather conditions that could increase shipping delays.- Solicit sale of new or additional services or products, upsell.- Review insurance terms with the callers to determine steps to follow for a particular claim to be covered by insurance.- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.- Recommend upgrades in products, packaging, shipping, service, or billing methods and procedures to prevent future problems or to ensure customer satisfaction.- Comply and adhere to Auxis operational processes and security policies.- Use of client management tools for ticketing, ordering, and tracking usage.- Must attend all customer service and performance-related scheduled meetings as required.Skills and Experience:- **English - Spanish and Mandarin Language (Oral and writing 90% or higher) (C1 or above)**:- The customer service analyst will work on a flexible schedule.- Resource will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Eastern Time Zone.- Must be available to work on weekends.- Must have a high school diploma or in progress to complete high school.- Excellent verbal and written communication skills. A genuine interest in working with and helping customers.- Must possess excellent Communication skills and Involvement.- Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.- Good presentation and a polite, tactful, and friendly character
