Own end-to-end handling of high-priority escalations (e.g., regulatory issues, return user complaint).
Analyze root causes of recurring issues and propose long-term solutions to reduce ticket volume.
Flag potential legal/PR risks in customer interactions, and proactively seek for potential solutions or response in timely manner.
Document and institutionalize best practices into training materials and design the handling flow.
Mentor frontline teams to amplify service quality through data-driven insights and standardized solutions.
Monitor customer service metrics (CSAT, SLA) and recommend action plans.
Requirement:
At least 2 years working experience as L2 agent (or equivalent) in customer service, preferably in e-commerce/e-coupons/digital entertainment.
Fluent in English (written, spoken); Mandarin and any other additional languages is a plus.
Strong problem-solving skills and accountability for end-to-end resolution, leadership/coaching experience is a plus.
Ability to analyze data, identify trends, and contribute to process improvements.
Experience participating in cross-functional projects (e.g., CRM optimization, CSAT/SLA initiatives).
Proven ability to deliver exceptional customer experiences with high emotional intelligence.
Collaborative team player with strong pressure resilience in fast-paced environments.
Working hours: 8-hour work system, 09:00-18:00, (multi-shift scheduling, rotation including weekends), all shifts have five days work and two days off.
