Responsibilities

• Represent APT in a positive and professional manner.
• Analyze customer issues and develop necessary actions and ensure optimal levels of customer satisfaction and to provide appropriate support.
• Manage all customer issues and if required escalate it to required department.
• Perform FA and to drive FA requests from customers to ensure FA complete in a timely manner.
• Maintain accurate customer documents and prepare reports for all issues and resolutions.
• Confer with customers by telephone, e-mail or in person in order to understand and to resolve customers’ problems.
• Communicate with HQ on technical issues and to explain to customer on FA finding.
• Ensure the appropriate changes will be made to resolve customers' problems under the premise of effeciency and quality. 
• Obtain the relevant information to assess validity of complaints and to determine possible causes, and direct the problem to designated departments for further assistance and follow up within a reasoable timeframe. 
• Tasks assigned by RMA Manager