Job Description
Responsibilities:
* Lead and train the customer service team in the European region, develop shift schedules to ensure coverage during working hours in major European countries (e.g., UK, Germany, France).
* Monitor team performance metrics (e.g., response time, resolution rate, customer satisfaction), build dashboards, and provide regular feedback and improvement plans.
* Handle escalated complex complaints and issues, and manage emergencies or large-scale risk events.
* Optimize service processes and scripts to enhance multilingual service quality.
* Conduct risk assessments for policy, feature, campaign, or process updates, and propose internal/external solutions.
* Collaborate with sales, product, and technical teams to drive requirement implementation, improve intelligent tool capabilities, and reduce service pain points.
* Coordinate cross-border resources to develop localized customer service strategies (e.g., holiday arrangements, cultural sensitivity training).
Qualifications:
1. Bachelor’s degree or higher; exceptional English proficiency in listening, speaking, reading, and writing. Proficiency in additional languages (e.g., German, French, Dutch) is a plus.
2. 5+ years of customer service experience in cross-border industries, with 2+ years managing multinational teams.
3. Deep familiarity with Europea...