客服专员（J98697）
Core
Handle escalated and high-risk customer complaints (including regulatory interventions, public opinion crises, and high-value disputes), ensuring full-process tracking and resolution.
Role type
Senior Customer Complaint Specialist
Builds
Resolved complaint cases and optimized service SOPs
Domain
E-commerce / Consumer Goods (Jade, Antiques)
Deliverable
client delivery
Required skills
High-risk scenario judgment, emotional stability, cross-departmental coordination, regulatory interface experience, public opinion monitoring, SOP creation
Preferred skills
Experience in Jade/Antique categories, regulatory handling experience
Responsibilities
Escalate and resolve high-risk complaints, identify and report risks to prevent escalation, de-escalate user emotions in extreme scenarios, document case studies and optimize processes
Seniority
Junior to Mid-level, hands-on IC