Customer Service Lead

Company Introduction

AstroAI develops tools and products we want and need for our own adventures, then we go out and use them to make sure everyone can enjoy our products. We don’t choose products based on market interests or fancy analytics; we make our products for ourselves, based on real-life needs and expectations.

AstroAI mainly engages in selling household appliances as well as automobile tools worldwide via all kinds of online channels, namely Amazon, Walmart etc.

We have established a warehouse in California under our Company - AstroAI Corporation, covering more than 30000 square feet, which is large enough for receiving container goods, moreover, we have created a cozy office for our employees as well. As a cross-border business group, we also have a strong and complete supply chain system in Shanghai China, engaging in conducting logistics functions, developing products, and applying for patents, and a sophiscated operation team in Chongqing China for guaranteeing smooth sales.

We never cease to explore, and always embrace new energy.

Job Description

Active and energetic, you are the customer service representative we are looking for. We prefer that you are qualified with proficient customer service skills and are willing to challenge anything new. We hope you can be outgoing and well-adapted to an entertaining and fast-growing environment. The Customer Service Lead will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Supervisory Responsibilities:

1. Hires entry-level customer service employees
2. Trains new employees in the company’s customer service policies, procedures, and best practices
3. Organizes and oversees the schedules and work of assigned staff
4. Conducts performance evaluations that are timely and constructive
5. Handles discipline and termination of employees as needed and in accordance with company policy

Job Duties

1. Assists customers via phone, email, and online chat
2. Creates cases for customer returns and follow up with technical teams
3. Collaborates with management teams to stay updated on new products, services, and policies
4. Offers support and solutions to customers in accordance with the company's customer service policies
5. Collects data and prepares reports on customer complaints and inquiries
6. Cooperates and communicate with product testing teams
7. Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service
8. Monitors or reviews calls or other correspondence between representatives and customers
9. Ensures that representatives are informed about changes to company products and services
10. Prepares monthly reports summarizing the assigned customer service team’s performance
11. Prepares knowledge-based documents such as summaries and responses to frequently asked questions
12. Identifies opportunities to update or improve customer service procedures and makes recommendations to the general manager or other appropriate staff
13. Assists with budget preparation for the Customer Service department
14. Performs other related duties as assigned

Required Skills/Abilities:

1. Excellent management and supervisory skills
2. Excellent verbal and written communication skills
3. 1~3 year e-commerce customer service experience (Amazon experience preferred)
4. Organized with attention to detail
5. Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
6. Ability to coach and mentor customer service representatives
7. Strong organizational skills
8. Proficient in Microsoft Office Suite or related software (Microsoft Office Suite, Google Drive, Dropbox)

This Job Description is prepared to generally describe the responsibilities and tasks to be performed by a fully qualified candidate who possesses the knowledge, skills, and experience required for this position. Duties or functions may be assigned to, or removed from, any position at any time.

AstroAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.