Job Description

About the Team

The Livestream Team is committed to creating real-time interactive scenes, As a new form of content, Livestream creates value for all parties in the ecology. Livestream provides users with a unique consumption experience and further generalizes content. It is also a new way of employment to provide more direct fan interaction and deepen relationships with authors; It provides an objective revenue to the platform and promotes content exclusivity. It also serves as a "new infrastructure" for expanding ecological boundaries.

As part of the LIVE Platform Trust and Experience team, the Service Excellence team provides world-class service and experience for customers and creators.

Roles & Responsibilities

- Manage customer/creator inquiries via the CRM tool, direct contact, or work with other teams.

- Identify the root causes of escalated issues and provide appropriate resolutions to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.

- Promptly escalate critical/ high-risk cases to the appropriate authority.

- Coordinate with other teams/ departments to resolve customer issues, follow-up, and make sure close-loop to all escalations.

- Look for opportunities to identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to enhance the operating process and improve overall customer experience.

- Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.

- Adhere to established procedures and guidelines while providing quality customer service to meet and exceed department standards.

- Support ad-hoc projects and initiatives per business needs.

Minimum Qualification(s)

- BA/BS degree or equivalent practical experience.

- Proficiency in both English and Chinese is essential, as you will be required to communicate with external customers in Chinese

- Requires a minimum of 2 years' experience in a customer service environment.

Preferred Qualification(s)

- Experience working in technology firms or BPO-related fields

- Experience working for live-streaming or user-generated content platforms is a plus.

- Work comfortably with Microsoft Word and Excel.