1. Primarily responsible for responding to customer inquiries, handling issues, recording information,
conducting initial troubleshooting, and coordinating internally to enhance customer satisfaction and
uphold the company’s brand image.
2. Promptly receive and address customer inquiries via phone or online communication platforms (e.g.,
Telegram, MosApp, Facebook), providing accurate information about products and service
procedures.
3. Accurately document customer feedback and issues, assess and categorize them, and promptly assign
them to after-sales specialists or relevant departments for follow-up, while tracking the resolution
progress.
4. Handle customer complaints with patience and professionalism; calm emotional situations, gather
necessary information, escalate to supervisors or the service team for coordinated resolution, and
provide timely feedback to the customer.
5. Properly complete service logs, customer feedback forms, and maintain organized customer records
to ensure data integrity and traceability.
6. Assist in coordinating after-sales specialists for on-site support, menu entry, and equipment servicing
to ensure a smooth service process.
7. Conduct regular satisfaction follow-up calls in accordance with service protocols, collecting feedback
and suggestions to support continuous improvement.
8. Continuously learn about product features, version updates, and standard troubleshooting procedures
to improve professionalism and communication efficiency.
9. Support the marketing or service departments in customer notifications, event invitations, and product
promotion communications.
1. Bachelor’s degree or above, preferably in Customer Service, Marketing, Administration or a related
field.
2. At least 1-2 year of experience in customer service or phone support; experience with SaaS systems
or within the food & beverage industry is preferred.
3. Clear and articulate Mandarin speaking skills, with strong verbal communication and coordination
abilities.
4. night shift work from Wednesday-Sunday from 2pm-11pm