Customer service

Job Responsibilities:

Handling customer inquiries, complaint backend process, order processing, refund/compliance follow-up, cross-departmental coordination and implementation of solutions

Job Responsibilities:

• Responsible for handling customer inquiries and complaints through phone, email, and instant messaging platforms, providing professional, friendly, and empathetic service experiences.

• Lead the refund and compensation cases' follow-up and closure, according to the company's policy to review application qualifications, calculate amounts, coordinate with financial and operational departments to complete execution, and clearly explain the handling results to customers.

• As the first line of customer demand, actively identify cross-department collaboration needs (such as logistics, products, technology or legal units), drive root cause analysis and solution implementation, and improve overall service quality and customer satisfaction.

• Record and update customer interaction data according to the standard in the CRM system, regularly organize service cases and common problems, and assist in optimizing standard operating procedures and internal training materials.

Requirements:

• Fluent Cantonese communication skills, able to express clearly, listen patiently and accurately understand customer meanings; have basic writing skills, can write logically clear internal collaboration emails and customer responses.

• No academic qualifications required, fresh graduates or career changers are welcome to apply; no relevant work experience is necessary, but a high sense of responsibility, emotional stability, and service awareness are required.

• Familiar with office software operations (such as Microsoft Outlook, Excel, Word), able to quickly learn internal systems (such as CRM, order management platform) and effectively apply them to daily operations.

• Have basic logical analysis and problem decomposition skills, be able to clarify priority order in parallel tasks and complete assigned tasks within the deadline.

Benefits:

• Enjoy 13 months of salary, paid proportionally to the actual months of service.

• Provide a monthly fixed transportation allowance to support commuting expenses between work and home.

• Comprehensive insurance plan, covering medical, hospitalization and accident protection, taking care of employees’ health needs.

• Flexible work schedule, with core working hours from 10 am to 4 pm, and flexible adjustment of commuting time within 09:00–18:00; in addition, the use of office leisure and sports facilities is open to promote physical and mental health.