Luna Socks is a leading custom pet socks brand in Europe, offering personalized socks featuring customers' pets. With a strong presence in Europe and growing expansions into the US, Australia, Japan, and South Korea, we specialize in high-quality sock printing. Our Shanghai office focuses on supply chain operations and customer experience to support our global business.

Tasks

• Respond to customer inquiries in English via email, live chat, and social media in a professional and timely manner.
• Address customer concerns regarding orders, shipping, and product customization.
• Provide accurate information on products, services, and policies.
• Resolve customer complaints by identifying solutions and escalating complex cases when necessary.
• Collaborate with internal teams, including production and logistics, to ensure timely issue resolution.
• Maintain and update customer support documentation and FAQs.
• Monitor and report customer feedback to improve overall customer satisfaction.
• Stay updated on company policies, product offerings, and global market trends.

Requirements

• Fluent in English (spoken and written).
• Previous experience in customer support, preferably in e-commerce or a related field.Strong problem-solving and organizational skills.
• Excellent interpersonal and communication skills.
• Ability to work under pressure and manage multiple tasks effectively.
• Based in Shanghai and legally authorized to work in China.