Customer Service Specialist

About Us

MICO WORLD is a leading global internet company focused on social entertainment, with a diverse portfolio that includes products like MICO, YoHo, TopTop, and SUGO. With years of market expertise, the company has established a strong presence in the Middle East, Southeast Asia, North America, Japan, and South Korea. MICO WORLD operates in over 150 countries and regions, serving a global user base of over 200 million. We are committed to leading the global social entertainment industry, creating more positive emotional values worldwide.

Job title: Customer Service (SVIP Operations Specialist )

Job Responsibilities

1. Handle inquiries, feedback, and complaints from in-app SVIP users to ensure a high-quality service experience and user satisfaction.
2. Identify SVIP churn risks, provide early warnings, and implement timely retention strategies to reduce churn.
3. Develop off-platform user acquisition and conversion strategies through overseas social media, external communities, and guild networks to attract potential high-value users.
4. Collaborate with streamers, guilds, and external partners to convert their core audiences into SVIP users, track conversion performance, and optimize results.
5. Build and maintain an off-platform pool of high-value users for long-term engagement and relationship management.

Job Requirements

1. Experience: 1–3 years of experience in user operations, key account management, customer service, or related fields. Experience in live streaming, social entertainment, or overseas markets is preferred.
2. Languages: Vietnamese is required as the primary working language. Chinese and English proficiency is preferred.
3. Platform Knowledge: Familiarity with mainstream Vietnamese social media and live streaming platforms, as well as local internet culture and user behavior.
4. User Focus: Strong user insight and empathy, with the ability to independently resolve complex user issues and complaints.
5. Data Analysis: Proficiency in Excel and the ability to analyze data, identify issues, and propose actionable improvements.
6. Communication: Strong communication, coordination, and cross-functional collaboration skills, with the ability to work under pressure in a fast-paced environment.