Onsite engineer delivering first - class customer support and technical solutions for Wifinity. Working with large - scale networks and ensuring installations meet design standards.
About the role
- Service Project Manager responsible for customer inquiries and issue resolution in a tech-driven environment. Responding to customer needs and collaborating with internal teams to improve service.
Responsibilities
- Respond to customer inquiries via phone, email, or chat.
- Serve as the first tier of response to customer escalations (S1 S2) and complaints.
- Support customers on various project requests, such as spare part demands.
- Provide customers a smooth communication channel, ensure projects and customers’ requirements are met.
- Act as the first line of defense in communication with customer issues.
- Monitor and drive project issue closure, lead regular reviews with customers.
- Collect customer feedback and report on common issues or potential improvements.
- Work closely with sales, technical support, and operations teams to provide cohesive customer support.
- Own the profit and loss of accounts/projects/customers/programs, managing income and cost.
Requirements
- Minimum 2 years in customer service, preferably in a technical, engineering, software or automation-related field.
- Strong communication and interpersonal skills.
- Ability to diagnose and resolve basic technical issues.
- Familiarity with Ticket systems and practices.
- Customer orientation and ability to adapt/respond to different types of characters.
Benefits
- Bilingual in both Chinese and English
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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