Customer Service Representative (CSR)

Reolink, a leader in intelligent visual technology for homes and businesses, was founded in 2009 by a group of engineers with a strong commitment to and passion for smarter security solutions.

Our products are now trusted by millions of users across more than 110 countries and regions worldwide. Building on this trust, we continue expanding our presence and bringing our innovations to more markets around the globe. Reolink remains committed to delivering advanced, reliable, and user-centric solutions that empower people to protect what matters most.

Position Summary

CSR supports global customers throughout the after-sales process, including RMA, returns, order management, and logistics coordination. It also plays an active role in improving service processes and operational efficiency.

Key Responsibilities

• Communicate with global customers via email to address after-sales and RMA-related issues, improving customer satisfaction.
• Handle order modifications, cancellations, logistics tracking, and ensure normal order fulfillment.
• Process customer return and exchange requests, including customer communication, system registration, and follow-up.
• Document and track after-sales exceptions, promoting product issue resolution.
• Participate in training new employees on after-sales processes and help improve the team’s overall operational capabilities.
• Continuously optimize after-sales workflows to enhance operational efficiency and customer experience.

Qualifications

• College Graduate in any major; candidates with a STEM background or experience in e-commerce are preferred.
• Advanced written and oral communication skills
• Amenable to work onsite, on a shifting and night shift schedules (may not fixed weekend off)
• Detail-oriented, patient, with strong execution capability and stress resistance.
• Good customer service mindset and teamwork spirit, with strong communication skills and the ability to identify reasonable solutions to problems.