Customer Service Representative

Key Responsibilities
-Respond to customer inquiries promptly and professionally via multiple channels (including but not limited to email, phone, live chat, and social media) in Traditional Chinese and English.
-Listen to customer concerns, identify the root cause of issues, and provide effective solutions or escalate complex problems to the relevant department in a timely manner, ensuring follow-up until resolution.
-Accurately record customer interactions, inquiries, feedback, and resolution details in the company's customer relationship management (CRM) system.
-Provide product/service information, usage guidance, and after-sales support to Traditional Chinese-speaking customers, helping them fully understand and utilize our offerings.
-Proactively follow up with customers after issue resolution to ensure satisfaction and collect feedback for continuous improvement of customer service quality.
-Collaborate with internal teams (such as sales, product, and technical support) to address customer needs and optimize the overall customer experience.
-Adhere to the company's customer service policies, procedures, and quality standards, maintaining a consistent and high level of service delivery.
-Assist in sorting out and summarizing customer feedback and common issues, providing data support for product optimization and service improvement.

Required Qualifications & Skills
-Fluency in Traditional Chinese (listening, speaking, reading, and writing), with native or near-native proficiency.
-Proficient in English (listening, speaking, reading, and writing), able to communicate effectively with international teams and handle English customer inquiries if needed.
-1-2 years of customer service experience, preferably in a related industry (e.g., e-commerce, technology, consumer goods). Fresh graduates with excellent communication skills are also welcome.
-Familiar with common customer service tools and CRM systems (e.g., Zendesk, Salesforce) is a plus.
-Strong customer service awareness and problem-solving ability, able to remain calm and patient when dealing with difficult customers or complex issues.
-Excellent communication and interpersonal skills, with the ability to express ideas clearly and build good relationships with customers.
-Detail-oriented, responsible, and able to work efficiently under pressure and meet work targets.
-Good team collaboration spirit, willing to cooperate with colleagues to complete team goals.

Preferred Qualifications
-Experience in serving customers from Hong Kong, Macao, Taiwan or other Traditional Chinese-speaking regions.
-Familiar with the company's products or related industry knowledge.
-Experience in handling customer complaints and crisis management.