Customer Support Poc 精通中英双语

6 days ago

Remote, Malaysia Channelwill Full time

**About Us | 关于我们**

Channelwill is a fast-growing SaaS company dedicated to helping eCommerce merchants deliver exceptional post-purchase and retention experiences. With over 100,000 merchants served globally and a strong footprint in the Shopify ecosystem, we provide solutions that span order tracking, shipping protection, returns, reviews, and loyalty.

Here, we value openness, collaboration, and a growth mindset.
We are looking for a **bilingual** and **customer-oriented professional** to join our team as **Customer Support POC**, leading our overseas support operations and ensuring excellent service quality.

**Key Responsibilities | 岗位职责**

处理海外客户通过实时聊天和邮件提交的咨询与问题，确保高效、专业、满意度高的服务体验。
- **Overseas Support Team Management**

负责 4-5 人海外客服团队的日常管理，包括排班、工单质检、绩效考核及团队绩效提升。
- **Team Training & Development**

主导产品更新、服务技巧、FAQ 等培训，确保团队深度理解产品及客户需求，提供优质解决方案。介入并跟进差评用户，分析根因并制定挽回策略，持续优化用户体验。收集用户反馈，分析共性问题并向产品团队反馈，推动产品与服务的持续优化闭环。负责重点客户的关系维护，确保高满意度和长期合作。

**Qualifications | 任职要求**
- Negative Feedback Management
- User Feedback & Product Improvement Loop
- Key Account Maintenance

**Basic Requirements | 基础要求**

2 Bachelor’s degree or above in Marketing or related field. 本科及以上学历，市场营销或相关专业优先。

3 Minimum 3 years of bilingual experience in Customer Support or Customer Success, including leading a small team. 3年及以上双语客户服务/客户成功经验，有小团队管理/对接经验

**Core Competencies | 核心能力**
- **1 Bilingual Communication | 中英双语沟通能力**:
Able to handle overseas clients independently, with strong cross-cultural communication and presentation skills. Capable of hosting product demos and training in English.

能独立处理海外客户问题，具备跨文化商务沟通与表达能力，可主持全英文产品演示和培训。
- **2 Data Analysis | 数据分析能力**:
Able to analyze business data (e.g., ticket categories, negative feedback causes, inquiry trends) and provide actionable insights to improve product and service performance.

能基于客服业务数据（如工单类型、差评归因、咨询趋势等）进行分析，提出优化建议并推动产品改进。
- **3 Product Mindset | 产品思维**:
Strong product sense, able to understand both customer needs and product logic to identify opportunities for improvement.

具备产品管理思维，能从客户与产品双重视角思考问题，精准识别需求、强化产品洞察力。
- **4 Self-driven & Adaptive | 学习力与内驱力**:
Highly motivated, adaptable in fast-paced environments, and proactive in improving workflows and driving team performance.

具备强烈的自我驱动力和学习能力，能在快节奏环境中主动优化流程、提升团队效率。

**Preferred Qualifications | 加分项**

Experience with cross-border SaaS products or eCommerce technology. 有跨境 SaaS 产品或电商技术背景者优先。

**Why Join Us | 加入我们的理由**

✨ Join a fast-growing global SaaS company with 100K+ merchants worldwide.
✨ Work in a dynamic, international, and collaborative team environment.
✨ Gain exposure to global eCommerce ecosystems (Shopify, Yotpo, etc.).
✨ Opportunities for rapid career growth and leadership development.

加入我们，成为推动全球电商体验升级的重要力量！

**Benefits**

We offer full statutory benefits (EPF, SOCSO, EIS, paid leaves, and public holidays) with a supportive and flexible work culture.

**Job Types**: Full-time, Permanent

Pay: RM4,000.00 - RM6,500.00 per month

**Education**:

- Bachelor's (required)

**Experience**:

- Customer service: 3 years (preferred)

**Language**:

- both Chinese and English fluently (required)

Work Location: Remote

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