Customer Service（Mandarin Speaking）

Key Responsibilities:

1. Efficient Client Support:
• Respond to clients' inquiries via hotline, email, and live chat, providing accurate
information, guidance, and timely resolutions to their concerns.
• Maintain professionalism and empathy throughout all interactions, demonstrating a
strong commitment to delivering world-class customer service.

2. Complaint Management and Resolution:
• Thoroughly investigate and follow up on customer complaints, coordinating with
relevant internal departments to identify appropriate solutions.
• Proactively escalate issues when necessary, ensuring prompt attention and
resolution to critical matters while keeping clients informed throughout the process.

3. Customer Feedback and Advocacy:
• Collect, analyze, and report on customers' opinions, preferences, and pain points,
serving as a vital link between clients and the business.
• Promptly escalate urgent issues and suggest improvement opportunities to senior management, contributing to the continuous enhancement of our products and services.

4. Customer Satisfaction and Loyalty Enhancement:
• Develop and implement strategies aimed at increasing customer satisfaction, such as
personalized engagement initiatives, educational resources, or process
optimizations.
• Cultivate lasting relationships with clients by understanding their evolving needs,
anticipating challenges, and proactively offering tailored support and solutions.

Requirements:

• College degree or above,
• minimum of 1-3 years of solid experience in customer success, client servicing or account management, preferably within the payment services industry or ecommerce marketplaces.
• Exceptional Communication and Relationship Building Skills:
• Excellent verbal and written communication abilities in English, Proficiency in spoken and written Chinese is highly desirable
• Ability to work collaboratively in a fast-paced, cross functional environment.