US Local Customer Service Specialist

About this task

Responsibilities
Provide full-cycle customer service for users in the United States, handling product inquiries, usage questions, after-sales warranties, returns and exchanges, troubleshooting, and other requests. Resolve issues promptly to improve customer satisfaction and brand reputation in the US market.
Coordinate closely with the operations, product, and after-sales teams in China. Share local user feedback, market issues, and complaint data, and accurately communicate information between the US and Chinese teams to ensure efficient follow-through.
Follow the workflows, management policies, assessment standards, and work arrangements established by the China-based team. Adapt proactively to its working pace and maintain strong execution and teamwork.
Maintain customer service records, complaint cases, and summaries of user needs for the US market. Submit regular reports and review summaries to management in China and support market optimization and service improvement initiatives.
Assist with local user research, product adaptation recommendations, and localized service improvements in the United States.
Handle emerging customer-service-related public opinion incidents and concentrated customer complaints in the US market. Immediately report them to management in China and assist with developing and implementing solutions.

Requirements
Language skills: Native-level or fluent American English for speaking and writing, and proficiency in Mandarin Chinese. Must be able to communicate, prepare documents, and participate in meetings in both languages while conveying information accurately.
Professional skills: No previous related experience is required. New graduates, entry-level candidates, and career changers are welcome. Basic communication and problem-solving abilities, willingness to learn overseas customer service processes and after-sales product knowledge, patience, attention to detail, customer service aptitude, and resilience under pressure are required. Experience in e-commerce, smart home products, consumer electronics, or customer service is preferred. Paid training is available for candidates without experience.
Professional qualities: Responsible, rigorous, and efficient, with strong execution and teamwork. Must be able to adapt to the China-based team's working pace and assessment system and balance the needs of local US users with the team's work arrangements.
Other requirements: Basic proficiency with office software and the ability to perform simple data entry and information organization. Must be a fast learner, dependable, willing to follow work arrangements, and prepared to adapt to the team's working pace. Pre-employment training is available.

岗位职责
负责美国区域用户全周期客服工作，解答产品咨询、使用问题、售后质保、退换货、故障排查等各类诉求，快速解决用户问题，提升美国用户满意度与品牌口碑。
精准对接中方总部运营、产品及售后团队，同步美国本地用户反馈、市场问题和客诉数据，清晰传递中美双方工作信息，确保信息准确、对接高效闭环。
严格遵从中方团队的工作流程、管理制度、考核标准与工作部署开展日常工作，主动适配中方工作节奏，保持岗位执行力与团队协作性。
整理美国区域客服台账、客诉案例及用户需求汇总，定期向中方管理层提交工作报表与复盘总结，配合完成市场优化、服务升级等工作。
协助中方团队完成美国本地用户调研、产品适配建议及本地化服务优化等辅助工作。
处理美国区域突发客服舆情及集中客诉问题，第一时间同步中方管理层，配合制定解决方案并落地执行。

任职要求
语言能力：精通美式英语，口语及书面表达流利；熟练掌握中文普通话，可无障碍完成中美双语沟通、文档读写及会议对接，准确传递工作信息。
专业能力：无相关工作经验亦可，接受应届生、无经验新人及转行求职者。具备基础沟通表达和问题应对能力，愿意学习客服流程及产品售后知识，耐心细致，擅长服务用户，抗压能力良好。具有电商、智能家居、消费电子行业客服经验者优先，无经验者可接受带薪培训。
职业素养：工作严谨负责、执行高效，能够遵从团队统一管理，主动适配中方工作节奏与考核体系；具备良好的跨文化沟通和协调能力，可平衡美国本地用户需求与中方团队工作部署。
其他要求：熟练使用基础电脑办公软件，具备简单的数据录入与信息整理能力；学习能力强、服从安排、踏实肯干，愿意适配团队工作节奏，无相关从业经验者可接受统一岗前培训。