MY - CS - Customer Service & Operations Support Specialist

• Provide professional and timely customer support through live chat, phone, email, ticketing systems and other designated channels. 通过在线聊天、电话、邮件、工单系统及其他指定渠道，为客户提供专业、及时的服务。 • Accurately identify customer needs, investigate issues and provide clear and appropriate solutions in accordance with established procedures. 准确识别客户需求、调查问题，并按照既定流程提供清晰且适当的解决方案。 • Aim to resolve customer enquiries at the first point of contact. Escalate complex cases accurately and follow up with internal teams or external service partners until closure within the required SLA. 以首次解决客户问题为目标；对于复杂问题，应准确升级，并持续协调内部团队或外部服务伙伴， 确保在规定SLA内完成闭环。 • Handle customer complaints professionally, keep customers informed of progress and support the restoration of the customer experience.…