Customer Service Specialist

About the Role
This role is phone-forward: approximately 75% inbound phone support and 25% live chat/email — especially during our October–December peak season. We operate two support lines: the Consumables line (ink cartridges & printing supplies) and the portable printers & photo printers .
Responsibilities
Provide pre-sale and after-sale support to global consumers via phone, Amazon buyer messaging, live chat, email , and social media (Facebook /Instagram/TikTok).
Handle order inquiries, shipping/tracking issues, product setup & troubleshooting (printers, APP connectivity, consumables).
Process returns, refunds, replacements and warranty claims per SOP.
Support Amazon & DTC review management: respond to reviews and feedback within SLA.
Log and categorize customer issues; escalate product defects and recurring complaints.
Maintain the FAQ/knowledge base; contribute localized response templates.
Requirements
1–3 years customer service experience, preferably in cross-border e-commerce (Amazon) or consumer electronics; hands-on inbound phone experience is essential.
Fluent spoken and written English; Mandarin is a strong plus.
Familiar with Amazon seller operations and CRM/ticketing tools (Zendesk/Gorgias or similar).
Patient, detail-oriented, strong typing and problem-solving skills.
Comfortable with fixed night shifts (US business hours) and the twice-yearly daylight-saving adjustment; weekend arrangements follow the published rotation.
Experience troubleshooting hardware/APP products is a strong plus (New Category line).
College degree or above.