Assistant Customer Service Manager

Leadership & Team Management

• Lead a CS team of 7-12 people. Set schedules, targets, and evaluate team performance.
• Handle escalation of complaints from difficult/urgent customers.

Customer Handling Mandarin

• Lead a CS team of 7-12 people. Set schedules, targets, and evaluate team performance.
• Handle escalation of complaints from difficult/urgent customers.

Operations Coordination

• Coordinate with the China Warehouse Department, Genco, and other departments to resolve shipment issues.
• Monitor SLA response times (<5 minutes) and completion times (<1x24 hours).

Improvement & Report

• Create customer service standard operating procedures (SOPs), frequently asked questions (FAQs), and response templates.
• Daily/weekly reports: number of complaints, most common issues, and customer fe...