Senior Customer Service Agent (Exp)

Job Responsibilities
Manage end-to-end resolution of high-priority escalations, including regulatory concerns and recurring user complaints.

Identify root causes of repetitive issues and implement long-term solutions to reduce ticket volumes.

Proactively identify and escalate potential legal or PR risks in customer interactions and provide timely recommendations or resolutions.

Develop and document best practices in the form of training materials and handling procedures.

Coach and mentor frontline teams to enhance service quality through data insights and standardized workflows.

Track and analyze key customer service metrics (CSAT, SLA), and provide actionable recommendations for improvements.

Job Requirements
Minimum of 2 years’ experience as an L2 agent or equivalent in a customer service environment, ideally in e-commerce, digital coupons, or digital entertainment industries.

Fluent in English (written and spoken) and Mandarin to effectively communicate with our diverse client base and stakeholders; proficiency in additional languages is advantageous.

Demonstrated problem-solving ability with a strong sense of ownership for issue resolution; leadership or coaching experience is a plus.

Skilled in data analysis to identify trends and drive process optimization.

Hands-on experience in cross-functional initiatives, such as CRM enhancement and CSAT/SLA improvement programs.

Proven capability to deliver outstanding customer experiences with high emotional intelligence.

Team-oriented and resilient under pressure in a fast-paced, dynamic work environment.

Working Hours
Standard 8-hour workday from 09:00 to 18:00. The role involves multi-shift scheduling, including weekend rotations. All shifts follow a five-days-on, two-days-off schedule.