Customer Service (Mandarin Speaker)

Customer Care Champion(客户关怀专员)

Role|岗位

Handle complex, escalated cases (points, rewards, disputes, fraud) across voice, email & social.

Own end-to-end resolution where AI/chatbot stops.

处理复杂升级个案(积分、奖励、争议、欺诈),负责AI无法处理的案件,全程跟进至解决。

Key Focus|重点职责

• Manage escalations & investigations

处理升级及调查案件

• Ensure SLA & reduce repeat contacts

达成SLA并减少重复咨询

• Clear, professional communication

提供专业清晰沟通

• Support loyalty platform (offers/campaigns)

支持会员系统(优惠/活动设置)

Requirements|要求

• 2–3 years relevant experience

2–3年相关经验

• Escalation handling experience

具备处理升级经验

• Strong communication

良好沟通能力

Language|语言

• English (B2+)

• Simplified Mandarin (mandatory)