Handling complicated customer cases, manager call-back or crisis cases reported to high level
Review and collect all necessary information, analyze and contact relevant departments to handle cases appropriately, and try to resolve it from end to end
Handling cases of customers and CS / between other departments
Provide effective solutions to avoid crisis and suggest improvements on processes
Synthesize and build framework of crisis to ensure frontline staff are able to handle crisis well
Maintain a balance between company policy and customer benefit in decision making
Requirements
Strong fluency in Mandarin (both verbal & written)
Good problem-solving & possesses business acumen to detect problems that may lead to crisis
Willing to handle complicated cases and displays positivity in handling crisis
Customer oriented and is responsible in following up cases end to the end
Enthusiastic & ready to work on duty (outside of working hour) because crisis can occur at any time and need to be handled immediately
