Senior Customer Service Specialist (WFH, Livechat)

Job Responsibilities
-Assist users with the app, including basic operations, troubleshooting, and navigation, while simultaneously building IT and product knowledge.
-Quickly understand customer needs and provide accurate, friendly, and solution-oriented responses.
-Escalate complex issues to the internal technical team promptly to ensure efficient resolution.
-Share customer feedback and insights to help improve the app and overall service quality.
-Maintain a service-oriented mindset, paying attention to detail, empathy, and efficiency.

What We're Looking for
-A candidate fluent in Mandarin to better serve Chinese-speaking customers.
-Excellent written communication skills, able to communicate with customers in a professional and empathetic manner.
-Interested in technology and mobile applications; prior IT knowledge is a plus.
-Problem-solving skills and resilience under pressure.
-Reliable, detail-oriented, and able to work independently while adhering to procedures.
-Experience in online customer service or app support is preferred.