Job Description
Leadership & Team Management
- Lead a CS team of 7-12 people. Set schedules, targets, and evaluate team performance.
- Handle escalation of complaints from difficult/urgent customers.
Customer Handling Mandarin
- Lead a CS team of 7-12 people. Set schedules, targets, and evaluate team performance.
- Handle escalation of complaints from difficult/urgent customers.
Operations Coordination
- Coordinate with the China Warehouse Department, Genco, and other departments to resolve shipment issues.
- Monitor SLA response times (<5 minutes) and completion times (<1x24 hours).
Improvement & Report
- Create customer service standard operating procedures (SOPs), frequently asked questions (FAQs), and response templates.
- Daily/weekly reports: number of complaints, most common issues, and customer fe...