English Customer Service Specialist英语客服

1.国籍：菲律宾籍，有跨境电商客服、海外线上销售经验优先，熟悉亚马逊平台规则；

2.语言能力：英文听说读写流利，能无障碍和欧美客户电话 / 文字沟通，口音较轻，无严重菲律宾本土口音；

3.经验要求：1 年及以上海外 BPO、跨境电商客服、线上销售、客户维系相关工作经历，会使用 Zendesk/Salesforce 等工单系统优先；

4.能力素质：具备销售思维，擅长客户情绪安抚、纠纷化解、差评挽回，有复购转化、客户维护实操经验；

5.工作适配：能接受夜班（适配欧美时差）、全职稳定长期驻珠海办公；

6.证件相关：无犯罪记录，身体健康，配合公司提交材料办理外国人来华工作证、居留许可。

Nationality: Filipino. Candidates with cross-border e-commerce customer service or overseas online sales experience and familiarity with Amazon platform policies are preferred. Language Proficiency: Fluent oral and written English for seamless verbal and written communication with European and American clients; mild accent without heavy native Filipino intonation. Work Experience: Minimum 1 year of relevant experience in overseas BPO, cross-border e-commerce customer service, online sales or customer retention; proficiency in ticketing systems including Zendesk and Salesforce is a plus. Core Competencies: Sales-oriented mindset, adept at calming upset customers, resolving disputes and reversing negative reviews; proven practical experience in boosting repeat purchase conversion and customer retention. Work Availability: Able to work night shifts to align with European and American time zones; full-time long-term on-site employment in Zhuhai. Documentation: Clean criminal record, good physical health; cooperate with the company to submit documents for applying for a Foreigner Work Permit and Residence Permit in China. 1.全英文处理亚马逊、独立站、官网邮件 / 在线聊天客户咨询，包含订单查询、物流跟进、补发退换、产品基础故障答疑； 2.主动安抚差评客户、引导修改负面评价，挖掘客户复购需求，推荐墨盒、硒鼓、标签机配套耗材，提升客户复购与店铺星级； 3.整理客户高频反馈（耗材不兼容、打印故障、芯片识别问题等），同步给到国内运营、品控团队，输出客户问题台账； 4.执行标准化英文售后 SOP，完成每日工单处理、客户回访、好评引导，维护 Trustpilot、亚马逊平台评分；

5.参与新品上线专项客诉维稳、大型促销售后承接；

6.配合质检完成话术、发音、服务态度复盘，持续优化客户沟通体验。

Respond to customer inquiries via emails and live chat on Amazon, independent websites and official websites entirely in English, covering order lookup, logistics tracking, re-delivery, return & exchange, and troubleshooting basic product malfunctions. Proactively soothe customers who leave negative reviews, guide them to revise bad feedback, identify repeat purchase demands, and recommend matching consumables such as ink cartridges, toner cartridges and label printers to lift repurchase rates and store ratings. Compile recurring customer complaints (e.g., incompatible consumables, printing errors, chip recognition failures), synchronize feedback with domestic operation and quality control teams, and maintain a ledger of customer issues. Follow standardized English after-sales SOPs to process daily tickets, conduct customer follow-up calls, encourage positive reviews, and uphold high ratings on Trustpilot and Amazon. Participate in targeted complaint mitigation for new product launches and handle after-sales support during major promotional campaigns. Cooperate with quality inspection teams to review service scripts, pronunciation and service attitude, and continuously optimize customer communication experience.