Customer Service Representative (Chinese Speaking)

Key Responsibilities:
Gain comprehensive knowledge of Alibaba.com account operations to provide expert guidance.
Consult and train customers on account management via Zalo, email, phone, and other communication channels, ensuring optimal account performance.
Communicate the latest Alibaba updates, news, and events to customers promptly.
Act as a translator for managers in meetings or discussions when required.
Analyze advertising campaign performance data to provide actionable insights for customers.
Lead customer excellence projects, programs, and initiatives to enhance customer experience across all touchpoints.
Conduct research on customer experience best practices, methodologies, and tools within and beyond the e-commerce industry.
Collect and synthesize customer feedback to identify needs and improvement opportunities.
Develop short-term and long-term service plans aligned with company sales targets, including resource allocation, staff training, and process improvements.
Collaborate with cross-functional teams to align customer experience strategies and enhance overall service delivery.

What We Look For
Fluent in Chinese (Mandarin) and English (written and spoken).
Experience in customer service, e-commerce, or account management is preferred.
Strong communication, problem-solving, and organizational skills.
Ability to multitask and thrive in a fast-paced environment.
Knowledge of Alibaba.com operations is a plus.