Bachelor's degree or above, with more than 2 years of cross-border e-commerce customer service experience (those with experience in Southeast Asian platforms such as Shopee, Lazada, and TikTok Shop are preferred). Proficiency in English (able to use it as the main working language); proficiency in Southeast Asian languages such as Vietnamese and Indonesian is a plus. Possess good communication and expression skills as well as adaptability. Be responsible and patient, have a strong sense of service, and be able to handle problems independently and maintain customer relationships. Be able to adapt to the work rhythm of Southeast Asian e-commerce and have a certain ability to work under pressure. Be familiar with Excel, customer service systems, and office software; those with data analysis experience and multi-store customer service management experience are preferred. Be responsible for the daily customer service work of stores on Southeast Asian e-commerce platforms such as Shopee and TikTok Shop. Respond to buyers' messages in a timely manner and answer questions related to products, orders, logistics, and after-sales services. Handle return and exchange requests, complaints, and disputes, maintain the store's good rating, and improve customer satisfaction. Be familiar with the platform rules and policies of various Shopee and TikTok Shop sites, ensure that the communication and handling processes are compliant, and promptly feedback the latest rules and customer needs to the team. Assist in formulating and optimizing customer service processes and script templates to improve response efficiency and conversion rates. Collect customer opinions and market feedback, maintain communication with the operation and product teams, and promote the optimization of services and products. Complete other customer service-related work assigned by superiors.
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