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Overview

E-Commerce Tier 2 Service Specialist - Chinese. Description: E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers and creators. The Service and Experience Team (SET) provides world-class service and experience for customers, sellers and creators. SET is looking for a Tier 2 Service Specialist to handle escalations and complex cases within the Customer/Seller/Creator Service team.

Roles & Responsibilities

• Manage customer/seller/creator enquiries escalated by Tier 1 teams in the CRM tool.
• Identify root causes of escalated issues and provide appropriate resolutions to deliver excellent service. Summarize 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 ensure a close-loop t...