Job Description

• Provide day to day leadership, direction and vision to the team, by coaching, mentoring, fielding questions, providing feedback on customer issues
• Work with business tools to monitor calls, emails, and chats to ensure a world-class experience is being delivered
• Make educated decisions, born out of empathy, to drive customer satisfaction across internal and external channels
• Drive team to meet and exceed metric expectations; understand how to leverage the team to improve outcomes and take action to meet goals
• Knows and supports company procedures & SLAs; regularly reviews procedures, processes, and guidelines.
• Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
• Reviews reports and takes action based on analysis to reinforce strengths and effectively address areas of opportunities
• Create an environment of continuous improvement and staff engagement. Proactively implement process improvements to ensure service quality, service level agreements and operational

• All-hands-on-deck attitude with an ability to remain calm and excel under pressure
• Fluent English and Chinese with excellent communication skills, both written and verbal
• At least 3 Year(s) of working experience in the related field is required for this position.
• A successful track record working in a high-volume environment.

• Able to solve problems by thinking analytically and creatively.
• Familiar with the latest e-commerce trends. Regular and reliable attendance is an essential function of this position.
• High flexibility during busy periods
• Ability to empathize with and prioritize customer needs
• Exude patience and ownership with each customer
• Ability to determine customer needs and provide appropriate solutions, setting expectations with customers

• Annual outpatient benefit (Includes dental and optical benefits)

• Birthday leave
• Annual increment
• Performance bonus
• Free flow snacks and Bubble Tea Friday!