Customer Service Manager

1. Team Daily Management and Training: Supervise customer service managers and agents to ensure KPIs (e.g., First-Resolve Rate, Average Response Time, AHT) are met. Talent Training: Develop training plans to improve the team's communication skills, product knowledge, and crisis management capabilities

2. Customer Satisfaction and Customer Experience (CX) Metric Tracking: Track and analyze core experience metrics such as CSAT (Customer Satisfaction Assessment) and NPS (Net Promoter Score). Process Optimization: Based on customer feedback, identify vulnerabilities in internal processes, systems, or products, and drive cross-departmental (e.g., product, sales, and technology teams) iterative optimization

3. Crisis and Major Complaint Escalation Handling: Personally intervene and effectively handle serious complaints, social media public relations crises, or disputes involving key accounts that frontline staff cannot resolve

4. Technology and Digital Transformation (Current Focus) Tool Introduction: Drive the digital upgrade of customer service systems (such as introducing CRM systems such as Zendesk and Salesforce), and evaluate and configure AI-powered intelligent customer service chatbots to reduce the pressure on human customer service representatives

Pay: $6,325.00 - $8,409.90 per month

Benefits:

• Additional leave
• Food allowance
• Food provided
• Free parking
• Vision insurance

Work Location: In person