Customer Service Representative

Job Description:

1. Promptly label and respond to global customer feedback received through the app help center or email.

1. Escalate abnormal cases to the relevant departments, follow up, and ensure a closed-loop resolution for customer issues.

1. Maintain key customer service performance metrics, including response time, labeling accuracy, and user satisfaction.

1. Collect and analyze customer feedback, providing actionable insights to improve the product and overall user experience.

1. Monitor and manage app reviews on Google Play and the Apple Store

1. Support ad-hoc projects and process improvements as needed to meet business goals.

Job Requirements:

1. Minimum one year of experience in customer service, user operations, or a related role.

1. Strong written and verbal communication skills in English; proficiency in Mandarin is a plus.

1. Willingness to work rotational shifts, including weekends and public holidays, if required.