Senior Online Customer Service

Job Responsibilities:
-Respond promptly to customer inquiries via online communication, email, social media, or customer service systems, handling and following up on follow-ups;
-Analyze customer needs, provide professional solutions, and improve customer satisfaction and conversion rates;
-Handle customer complaints and feedback, soothe customer emotions, and provide reasonable solutions;
-Record and organize customer issues, and provide feedback to the team to improve service quality;
-Assist the team in optimizing services, developing and implementing strategies;

Job Requirements:
-Fluent in both Chinese and English;
-SPM or higher qualification, with preference given to candidates with a background in marketing, e-commerce, customer service, or a related field;
-At least 2-3 years of online sales or customer service experience;
-Excellent negotiation and customer communication skills, able to communicate independently;
-Empathy, patience, and the ability to soothe customer emotions;
-Results-oriented, responsible, and able to work efficiently under pressure;

Bonus Points:
-Experience in leading or training customer service teams is preferred;
-Familiarity with e-commerce, IT, service industries, or product sales;
-Strong interpersonal communication skills.