This position will be responsible for developing and implementing customer service strategies to enhance the quality and efficiency of the customer support team. This role requires close collaboration with product, operations, and technical teams to resolve customer issues and optimize user experience. Additionally, you will oversee training and management of the customer service team to ensure effective handling of customer inquiries and feedback.
Key Responsibilities
- Customer Service Strategy: Develop strategic plans and workflows for the customer service team to ensure service quality aligns with company objectives.
- Team Management: Lead and mentor the customer service team, providing training and guidance to enhance professional skills and service awareness.
- Customer Support: Monitor and optimize support processes to ensure timely and effective resolution of customer issues.
- Data Analysis: Regularly analyze customer feedback and service data to identify improvement opportunities, propose optimization measures, and increase customer satisfaction.
- Cross-Department Collaboration: Work closely with product and technical teams to address user feedback promptly and contribute to product and service enhancements.
- Client Relationship Management: Establish and maintain strong relationships with key clients to boost loyalty and satisfaction.
- Industry Trends: Stay informed about the latest trends and best practices in customer service, continuously improving strategies and processes.
Qualifications
- Bachelor’s degree or higher, preferably with experience in the internet or Web3 industry.
- Over 5 years of experience in customer service management; prior team leadership experience is a strong advantage.
- Excellent communication and coordination skills, with the ability to work effectively in multicultural environments.
- Strong customer service mindset with a focus on customer-centric problem-solving.
- Proficiency in data analysis to drive informed decision-making.
- Adaptability to fast-paced work environments and flexibility in handling changing demands.
- Fluency in both Chinese and English is essential.
Interested applicants are invited to submit a detailed resume to:
We regret that only short-listed candidates will be notified.
