Customer Service - Operations, My Marketplace

Customer Service - Operations, MY MarketplaceHandling complicated customer cases, manager call-back or crisis cases reported to high level.
Review and collect all necessary information, analyze and contact relevant departments to handle cases appropriately, and try to resolve it from end to end.
Handling cases of customers and CS / between other departments.
Provide effective solutions to avoid crisis and suggest improvements on processes.
Synthesize and build framework of crisis to ensure frontline staff are able to handle crisis well.
Maintain a balance between company policy and customer benefit in decision making.
Requirement:
Strong fluency in Mandarin (both verbal & written).
Good problem-solving & possesses business acumen to detect problems that may lead to crisis.
Willing to handle complicated cases and displays positivity in handling crisis.
Customer oriented and is responsible in following up cases end to the end.
Enthusiastic & ready to work on duty (outside of working hour) because crisis can occur at any time and need to be handled immediately.#J-18808-Ljbffr