Customer Experience Associate - Operations (Mandarin Speaker)

Responsibilities

• Serve as the main point of contact for escalated seller concerns, ensuring timely, accurate, and policy-compliant resolutions.
• Investigate escalation cases, analyze trends, and identify root causes to address recurring or systemic issues.
• Partner with cross-functional teams to recommend and implement process improvements and refine SOPs.
• Maintain a professional, empathetic, and solution-oriented approach when handling sensitive or complex situations.
• Ensure proper documentation, adherence to escalation protocols, and timely handoff of unresolved or critical cases.
• Participate in calibrations, share best practices, and collaborate with teams to enhance quality and operational efficiency.

Requirements

• Proficient in Mandarin (verbal and written) to liaise with local mandarin-speaking sellers and other stakeholders
• Experience in Business Development, Sales, or Management is preferred
• Candidates with 0 to 8 years of experience welcomed to apply
• Logical thinker with strong problem solving skills
• Able to thrive in a dynamic and collaborative work environment to drive key business objectives
• Able to deliver quality work while meeting deadlines
• Excellent communication skills
• Proficient in Microsoft Excel
• Must be flexible to conduct seller visits in different locations
• Experience in the e-commerce industry is a plus