Position: Senior Officer – Customer Support (Chinese Speaking)
Job Responsibilities:
- Provide customer support to Chinese-speaking customers through chat, email, telephone, and other online channels.
- Handle inquiries related to products, orders, payments, promotions, delivery, returns, refunds, and platform usage.
- Resolve complex customer cases and coordinate with internal teams, including E-commerce Operations, Logistics, Marketing, IT, and Payment teams.
- Monitor and follow up on customer issues to ensure timely and satisfactory resolution
- Support Chinese content, FAQs, customer communication templates, and service announcements.
- Identify recurring customer issues and provide insights to improve the customer experience and platform processes.
- Prepare customer service reports and monitor service performance, response time, and case resolution.
- Provide guidance and support to junior customer support team members when required.
Qualifications:
- Bachelor's degree in Chinese, Business Administration, Communication, Marketing, or a related field.
- 3–5 years of experience in Customer Service, Customer Support, E-commerce, Online Platform, Retail, or a related area.
- Good command of Chinese, both spoken and written. HSK Level 5 or above is preferred.
- Good command of Thai; English communication skills are an advantage.
- Experience handling online orders, payments, delivery, returns, or refund cases is preferred.
- Strong communication, problem-solving, and customer service skills.
- Able to manage multiple cases, work under pressure, and coordinate effectively with cross-functional teams.
- Willing to work flexible hours, weekends, or public holidays depending on business requirements.
