Customer Complaint Specialist（Mandarin）

About the role

This role involves taking charge of customer complaint follow-up, coordinating cross-departmental resources including Legal, Operations, Commercial and Technical teams, and rolling out appropriate resolution measures targeting customers' core complaints.

Key responsibilities

• Take charge of customer complaint follow-up; coordinate cross-departmental resources including Legal, Operations, Commercial and Technical teams, and roll out appropriate resolution measures targeting customers' core complaints
• Conduct in-depth root cause analysis of issues, drive full closure of complaint cases, maintain close contact with customers to prevent further complaint escalation
• Collect and analyze complaint data, count complaint frequencies across various scenarios, summarize typical customer grievances, and lay a data foundation for business optimization
• Participate in the optimization of complaint management mechanisms, put forward suggestions to improve product and service processes, and reduce the rate of complaint escalation fundamentally
• Complete other ad-hoc team tasks as assigned

About you

• Bachelor's degree or above
• Outstanding English reading and writing skills
• Prior customer complaint handling experience is preferred
• Strong logical analysis, risk identification and problem-solving skills
• Basic legal knowledge and compliance requirements understanding
• Excellent communication and teamwork skills
• Strong customer service awareness and high sense of responsibility
• Capable of driving cross-functional projects and working under pressure
• Basic data analysis capabilities and ability to extract valuable business insights from customer complaints