Customer Service Executive

Job Summary

Be the key point of contact for clients after onboarding, ensuring smooth service delivery, timely support, and proactive follow-up. You will handle client requests, account-related issues, top-up follow-ups, documentation, and escalation of issues — without being responsible for sales or managing clients' advertising campaigns.

Key Responsibilities

• Handle client requests and account-related issues according to SLA
• Support account setup, account changes, binding and authorization processes
• Proactively follow up with clients on budgets, advertising status, and feedback
• Receive and follow up on top-up requests and payment status
• Maintain accurate client and account records in AMS / CRM
• Handle renewals, balance reminders, and follow-up
• Escalate client issues and risk-related matters when required
• Follow checklists and SOPs to ensure accurate service delivery

Requirements

• 1–3 years of B2B client-facing, customer service, or after-sales operations experience
• Well verse in Chinese and basic English
• Strong attention to detail and ability to follow checklists/SOPs
• Able to manage multiple tasks and prioritize effectively
• Good judgment in handling issues and knowing when to escalate
• Comfortable using Microsoft / Google Sheets, Telegram and WhatsApp
• Experience in digital advertising, SaaS, e-commerce, or cross-border payment is an advantage
• CRM / ticketing system experience is a plus

职位简介

负责客户售后服务及日常对接，确保客户完成账号交付后能够顺利使用服务。主要工作包括处理客户需求、账号相关问题、充值跟进、资料记录及主动跟进客户状态。

此职位不负责销售，也不代替客户进行广告投放操作。

主要工作内容

• 处理客户日常咨询、需求及账号异常
• 按照SOP及Checklist完成账号交付、换号、绑卡及授权
• 主动跟进客户预算、广告投放状态及客户反馈
• 接收并跟进客户充值请求及到账情况
• 维护客户及账号资料，确保记录准确
• 跟进客户续费、余额提醒及相关流程
• 发现客户异常或风险情况时及时上报
• 按照SOP及流程确保客户问题得到完整处理

任职要求

• 1–3年 B2B客户对接、客服、售后或Customer Service Operations经验
• 精通中文，具备基础英语能力
• 细心、有责任感，并能够严格按照Checklist / SOP执行
• 能够同时处理多项任务，并合理安排优先顺序
• 具备良好的判断能力，知道哪些问题可以自行处理、哪些需要上报
• 熟悉 Microsoft / Google Sheets、Telegram、WhatsApp
• 有数字广告、SaaS、电商或跨境支付经验者优先
• 有CRM或Ticketing System经验者加分