Customer Service Support Analyst **Req number:** R4532 **Employment type:** Full time **Worksite flexibility:** Onsite **Who we are** CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. **Job Summary** We are looking for a motivated Customer Service Support Analyst ready to take us to the next level! If you have strong experience with Customer Service Support and excellent communication skills and are looking for your next career move, apply now. **Job Description** We are seeking a dedicated **Customer Support Representative** to join our team, focusing on inquiries related to commissions and bonuses earned or not earned by our distributors. The ideal candidate will have a strong customer service mindset, excellent communication skills, and a keen understanding of commission structures within a direct selling environment. This position will be **full-time** and **onsite** **.** **What You'll Do** + Customer Inquiries: Respond to distributor inquiries regarding commissions and bonuses, providing clear and accurate information on earnings and payout processes. + Issue Resolution: Investigate and resolve discrepancies related to commission payments, working closely with the finance and IT teams to ensure timely and accurate resolutions. + System Navigation Support: Assist distributors in navigating our Direct Selling system, providing guidance on how to access and understand their commission statements and earnings reports. + Documentation: Maintain accurate records of customer interactions, inquiries, and resolutions in the customer support system. + Feedback Collection: Gather feedback from distributors regarding the commission process and identify areas for improvement, communicating insights to management. + Training and Resources: Develop and maintain support materials and FAQs to assist distributors in understanding commission structures and processes. + Collaboration: Work closely with other departments, including finance and IT, to ensure a seamless experience for distributors and to address any systemic issues related to commissions and bonuses. **What You'll Need** Required + Education: High school diploma or equivalent; a degree in Business, Communications, or a related field is a plus. + Experience: 2+ years of experience in customer support, preferably in the direct selling industry. + Communication Skills: Excellent verbal and written communication skills specifically in Mandarin, with the ability to explain complex information clearly and concisely. + Problem-Solving Skills: Strong analytical and problem-solving abilities, with a proactive approach to resolving customer issues. + Technical Proficiency: Familiarity with customer support software and tools; experience with direct selling software systems is an advantage. + Customer-Centric Mindset: A strong commitment to providing exceptional customer service and support to distributors. **Physical Demands** + Ability to safely and successfully perform the essential job functions + Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. + Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor **Reasonable accommodation statement** If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.