E-Commerce Operation Manager

Job Responsibilities:

• Communicate with global customers in English via email, live chat, and phone to maintain and enhance the corporate brand image.
• Handle first-level escalated technical issues, collaborate with R&D teams to drive problem resolution, and improve customer satisfaction.
• Provide on-site technical support and agent assistance to the overseas call center team, resolving complex product-related technical issues to enhance service quality.
• Conduct product and business-related training for call center agents to ensure their proficiency in product usage and strict adherence to service standards.
• Effectively identify operational issues within the call center, optimize business processes, and improve service efficiency.

Qualifications:

• Bachelor's degree or above, any major is acceptable; minimum 1 year of on-site call center support experience, with a background in the security industry preferred.
• English proficiency: with fluent English listening, speaking, reading, and writing skills, enabling its use as a working language.
• Excellent service orientation, teamwork, and communication skills, with the ability to resolve issues quickly and drive results.