Provide customer service for Shopify, TikTok and phone calls using the Zendesk system.

I. Core Responsibilities

1. Be capable of responding to and resolving issues via phone and email

• Timely reply to customers' pre-sale inquiries, in-sale order follow-ups, post-sale complaints and disputes.
• Communicate with customers via email or phone to solve post-sale problems, such as order inquiries, returns, exchanges, and refunds.
• Handle order exceptions, including logistics tracking, return and exchange processes, etc., to ensure effective resolution of customer issues.

2. Customer Relationship Maintenance

• Maintain customer relationships, handle customer complaints, and enhance customer satisfaction and repurchase rates.
• Invite customers to leave comments, handle returns and exchanges, claim disputes, and negative review repairs to ensure a positive customer experience and platform compliance.

3. Handling Disputes and Negative Reviews

• Responsible for resolving post-sale disputes and negative reviews of products, maintaining a high customer approval rate and credit.
• Collaborate with the operation department and other departments to respond promptly to high-risk orders and drive problem resolution.

4. Data Statistics and Feedback

• Monitor and analyze customer service performance indicators, provide feedback to relevant departments, and continuously improve service quality.
• Conduct detailed statistics on customer issues, follow up in real time, and summarize and provide feedback promptly.
• Establish a risk early warning mechanism to monitor store performance indicators in real time (such as return rate, dispute rate, etc.).

Fluent in standard English, with at least one year of experience operating the Zendesk system, and familiar with pre-sale and after-sale customer service work in e-commerce sales.