Position Overview:
This role is crucial in building and maintaining strong relationships with our client's customers. The primary focus is to address feedback in a positive and professional manner, with the goal of winning back valued customers and restoring their confidence in our client's products and services.
Key Responsibilities:

• Respond to both verbal and written customer feedback promptly, tactfully, and professionally.
• Coordinate with other departments to resolve customer feedback that requires further investigation.
• Support the Customer Support team at hubs, outports, or other departments as needed for case resolution.
• Accurately log customer feedback in the Customer Feedback and Compensation System.
• Take responsibility for the effective application of service recovery procedures.
• Collaborate with relevant departments to review customer feedback and explore potential remedial actions and improvements.
• Provide recommendations to the Customer Support Management team to enhance operational effectiveness and customer satisfaction.
• Perform ad-hoc duties as assigned by the Customer Support Management team.

Requirements:

• A university degree, preferably in Korean, English, Chinese, or Translation, is an advantage.
• Significant experience in customer relations is highly preferred. Experience in call centers or customer service is also beneficial.
• Strong ability to write professional business correspondence is essential.
• Excellent proficiency in both spoken and written Korean, English, and Chinese.
• Conversational skills in Putonghua are a plus.
• Strong communication, negotiation, and influencing skills.
• Mature, with excellent analytical and problem-solving abilities.
• Strong interpersonal skills, with a positive and customer-focused attitude.
• Ability to work under pressure and meet tight deadlines.
• A team player who can also work independently when required.
• Excellent listening and probing skills to identify and understand customer needs.
• Proficient in MS Office and Chinese word processing.
• Willingness to work on weekends and public holidays regularly.

Job Type: Full-time