Manage & Follow Up on Negative Reviews
- Reach out to customers via phone, message, or chat to address negative feedback and offer appropriate solutions.
- Provide compensation or alternative resolutions following company SOPs to ensure a positive customer experience.
- Persuade customers to revise their reviews to 4-5 stars while maintaining professionalism and integrity.
- Work towards achieving team targets for review modifications and reversal rates.
Track & Update Review Cases
- Maintain an organized system for monitoring and updating negative review tickets.
- Ensure accuracy and completeness when documenting case details in the system.
Cross-Department Coordination
- Collaborate with customer service, sales, and operations teams to resolve post-sales issues efficiently.
- Promote effective communication to expedite issue resolution and enhance the overall customer experience.
Enhance Customer Satisfaction with Global Teams
- Work closely with the international team to align strategies and implement best practices for review management.
- Continuously seek ways to improve customer satisfaction and brand reputation.

Strong communication & negotiation skills – Ability to handle sensitive customer interactions professionally and persuasively.
Fluent in English (listening, speaking, reading, and writing) – Mandarin proficiency is a plus.
Experience in customer service, particularly in e-commerce – Familiarity with handling online reviews is a strong advantage.
Excellent problem-solving & execution ability – Able to follow SOPs while thinking critically to offer the best solutions.
Highly reliable & detail-oriented – Ability to maintain accurate records and handle multiple cases efficiently.
A team player with a strong learning ability – Willingness to adapt and collaborate across departments.