Customer Service (Mandarin Speaker)

Job Description:

Perform daily seller–buyer chat support including complex buyers inquiries by providing accurate responses in accordance with service guidelines and SLA requirements.

Support sellers in managing complicated buyers inquires by following SOPs, escalating when required, and ensuring clear communication to buyers.

Assist in improving conversion rate by providing clear, accurate information that helps buyers make purchasing decisions.

Help maintain good CSAT scores by delivering consistent service quality and following resolution guidelines.

Liaise with internal teams when necessary to obtain information needed to resolve buyer inquiries.

Support SOP improvements to enhance chat response quality and knowledge accuracy, and perform case follow-ups until full closure.

Requirement:

Fresh graduates are welcomed to apply.

Strong fluency in Mandarin, the ability to read and write in Traditional Chinese is mandatory.

Good problem-solving & possesses business acumen to detect problems that may lead to crisis.

Willing to handle complicated cases and displays positivity in handling crisis.

Customer oriented and is responsible in following up cases end to the end.

Enthusiastic & ready to work on duty (outside of working hour) because crisis can occur at any time and need to be handled immediately.