Customer Success Specialist II
Shure Incorporated
full-time
Posted on:
Location Type: Hybrid
Location: Shanghai • China
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About the role
- Handle and resolve complex incoming phone calls and emails, regarding pricing, purchasing, technical support, and repair for all Shure products as an experienced point of contact.
- Maintain and share advanced knowledge of all Shure products and their applications.
- Identify and communicate customer needs, pain points, and potential product enhancements to the team.
- Serve as a mentor to junior team members.
- Proactively document and update comprehensive customer records based on interactions, ensuring detailed monitoring and reporting on customer satisfaction.
- Analyze patterns and recommend procedural changes.
- Manage complex Cases within Salesforce, oversee escalated issues, and ensure timely resolutions.
- Coordinate communication with customers and internal departments throughout the lifecycle of the Case.
- Address and resolve escalated complaints, work collaboratively with Sales, Dealer Support, Applications Engineering, Marketing, Service, and Repair departments for efficient issue resolution.
- Provide feedback to drive cross-departmental improvements.
- Oversee and respond to all incoming Leads and Opportunity Tasks, utilizing advanced sales techniques and deep product knowledge to convert leads and foster long-term customer relationships.
- Perform other advanced duties as assigned, such as analyzing and reporting trends, patterns, FAQs, frequent complaints, and customer feedback to management.
- Lead initiatives for customer service improvement.
Requirements
- Bachelor’s degree in business, audio-related field, Communications, or a related discipline preferred.
- Minimum of 5-7 years of experience in Customer Service, Hospitality, Sales, or a related industry.
- Extensive Salesforce experience and proficiency in managing complex cases.
- Demonstrated technical expertise with audio electronics and related components, including advanced troubleshooting skills.
- Proven ability to exercise independent judgment, solve complex problems, and maintain composure in challenging situations.
- Strong analytical skills to review data, identify trends, and suggest actionable improvements.
- Exceptional organizational skills and attention to detail.
- High level of self-motivation, demonstrating initiative and autonomy.
- Dynamic communication skills, both online and offline, with exceptional writing skills for effective customer communication.
- Fluent in English and Mandarin.
Benefits
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Salesforceaudio electronicsadvanced troubleshootingdata analysiscustomer satisfaction monitoringreportingsales techniquesproblem solvingcase managementcustomer relationship management
Soft skills
mentoringcommunicationanalytical skillsorganizational skillsattention to detailself-motivationinitiativeautonomycomposurecollaboration