Customer Service Agent - English

Committed to the philosophy of "solving problems at their root," delivering efficient, empathetic, and professional customer service solutions. Serving as a critical bridge between customers and internal teams to systematically transform frontline market feedback into actionable drivers for optimizing products and operational processes.

1. Deliver efficient, on-brand, and empathetic service to customers across channels including Zendesk and social media DMs.

2. Execute standardized operational tasks, including order management, returns, shipment tracking, and refunds.

3. Collaborate to achieve and optimize key performance indicators (KPIs), including CSAT (Customer Satisfaction), FCR (First Contact Resolution), QA (Quality Assurance), and FRT (First Response Time).

4. Ensure the accuracy and consistency of terms, conditions, and promotional information across global websites.

5. Promptly report product defects or shipping issues to relevant departments, track resolution progress, and assist in continually optimizing the shopping experience.
Flexibly utilize delegated authority to provide compensation solutions for customer complaints, effectively balancing company business interests with customer satisfaction.

1. Proficient in e-commerce platforms and customer service ticketing systems (e.g., Shopify, Zendesk), with strong operational skills in workplace collaboration tools (Slack, Microsoft Office).

2. Basic communication skills in Mandarin, combined with fluent business writing and professional communication skills in English. An IELTS overall band score of 8.5 or a TOEFL iBT score of 115 or above is required.

3. AI collaboration skills and effectively use AI tools to improve response efficiency and accuracy.

4. Demonstrate a strong customer-centric mindset, exceptional communication skills, resilience, adaptability, and a proactive approach to problem-solving.

5. Experience in online customer service or 3C retail is a plus.