Customer Care Specialist (Mandarin Speaker)

Key Roles & Responsibilities
• Customer Support
- Handle customer inquiries via live chat, email, and phone in Mandarin and English.
- Provide guidance on product details, order placement, and payment processes.
- Resolve complaints and disputes (refunds, returns, exchanges) within SLA timelines.
• Order & Logistics
- Track and update customers on order status, shipping, and delivery.
- Liaise with logistics partners to resolve delivery delays or issues.
• Platform Knowledge
- Stay updated on TaoBao policies, promotions, and system updates.
- Educate customers on TaoBao features and navigation.
• Customer Experience
- Maintain professionalism, empathy, and patience in all interactions.
- Strive to meet KPIs such as response time, resolution rate, and customer satisfaction scores.