Xplus Group – Customer Service

Job duties:

• Assist in communicating with international customers, via wording and writing
• Able to translate English to other foreign languages, provide translate scripts
• Responsible for the daily operation and management of the customer service department (standardize the daily operation of customer service personnel, the distribution of daily work, and the formulation of KPIs), to complete and responsible for various service indicators of customer service;
• Responsible for the scheduling and setting up of customer service team, to solve problems in time;
• Formulate customer service work plans and systems, provide guidance for various tasks of customer service, supervise implementation, and ensure that customer service standards and goals are achieved;
• Improve and optimize customer service workflow, and systemize customer service workflow;
• Collect, organize, analyze, and report on departmental business processes, data, & customer feedback to ensure efficient customer service;
• Handle customer service communication issues, provide decision-making on sudden and occasional major incidents;
• Put forward customer requirements, establish modules, to improve efficiency and customer experience;
• Maintain good business communication and collaboration with various departments to provide the company with strong references and suggestions for decision-making;
• Timely and effectively complete other tasks assigned by superiors.