customer service representative (CSR)

About the role

This role involves managing and following up on customer complaints and escalations, coordinating with Legal, Business, Commercial, Technical, and other relevant teams to develop and advance appropriate resolutions based on each customer's concerns.

Key responsibilities

• Manage and follow up on customer complaints and escalations, coordinating with Legal, Business, Commercial, Technical, and other relevant teams to develop and advance appropriate resolutions based on each customer's concerns
• Conduct root-cause analysis, drive complaints through to full closure, and maintain close communication with customers to prevent further escalation
• Compile and analyze complaint data, identify recurring issues and trends across different scenarios, and translate findings into actionable insights that support business optimization
• Contribute to the continuous improvement of complaint-handling practices by recommending enhancements to products, services, and operational processes, with the goal of reducing escalation rates at the source
• Support other responsibilities and initiatives assigned within the team

About you

• SPM qualification or above
• At least 1 year of relevant experience in customer service, complaint handling, escalation support, or a related field
• Strong communication and teamwork skills, with a service-oriented mindset and a high level of responsibility
• Demonstrated ability to coordinate stakeholders, drive issues toward resolution, and perform effectively under pressure
• Basic data analysis skills, with the ability to identify patterns in customer complaints and derive useful business insights
• Strong Chinese and English proficiency, particularly in reading, listening, and writing