Review Management (Customer Service, English Required)

Manage & Follow Up on Negative Reviews
• Work towards achieving team targets for review modifications and reversal rates.
• Provide compensation or alternative resolutions following company SOPs to ensure a positive customer experience.
• Reach out to customers via phone, message, or chat to address negative feedback and offer appropriate solutions.
• Persuade customers to revise their reviews to 4- 5 stars while maintaining professionalism and integrity.
Track & Update Review Cases
• Maintain an organized system for monitoring and updating negative review tickets.
• Ensure accuracy and completeness when documenting case details in the system.
Cross- Department Coordination
• Collaborate with customer service, sales, and operations teams to resolve post- sales issues efficiently.
• Promote effective communication to expedite issue resolution and enhance the overall customer experience.
Enhance Customer Satisfaction with Global Teams
• Work closely with the international team to align strategies and implement best practices for review management.
• Continuously seek ways to improve customer satisfaction and brand reputation.

Excellent problem- solving & execution ability – Able to follow SOPs while thinking critically to offer the best solutions.
Fluent in English (listening, speaking, reading, and writing) – Mandarin proficiency is a plus.
Strong communication & negotiation skills – Ability to handle sensitive customer interactions professionally and persuasively.
Highly reliable & detail- oriented – Ability to maintain accurate records and handle multiple cases efficiently.
A team player with a strong learning ability – Willingness to adapt and collaborate across departments.
Experience in customer service, particularly in e- commerce – Familiarity with handling online reviews is a strong advantage.

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Cập nhật gần nhất lúc: 2026-01-25 12:55:02