CSR (Remote)

Primary Responsibilities:

1. Advisor Support & Operational Assistance

Provide responsive and tailored support to chat support advisors by addressing their inquiries related to orders, tools, service flow, or platform navigation. Help ensure clarity around platform features and service standards. Apply appropriate judgment to troubleshoot issues and promote a smooth, high-quality advisor work experience.

1. Feedback Monitoring & Service Optimization

Collect and analyze advisor feedback, behaviors, and service-related input to identify potential areas for improvement. Work collaboratively with internal teams to suggest and implement practical improvements that elevate the platform's operational quality and psychic service delivery.

1. Advisor Engagement & Relationship Building

Maintain clear, proactive, and constructive communication with advisors. This includes resolving sensitive service disputes, offering personalized tips, sharing updates on platform policies or tools, and introducing both advisor-specific and platform-wide initiatives, etc. These efforts aim to build lasting trust and alignment between advisors and the platform.

1. Advisor Task Progress Tracking & Mentoring

Mentor assigned advisors to ensure they complete key tasks on time and improve their service efficiency and quality. Communicate regularly with the internal operations team to provide performance evaluations and feedback. Suggest improvements to help advisors develop their skills and contribute to building the platform's advisor assessment system.

Job Requirements:

• Relevant experience in customer service, operations, relationship management, or sales is preferred.
• Prior experience working with internet-based platforms, mobile apps, or digital service environments is a strong advantage.
• Minimum of 2 years' experience in a similar role, with night shift experience considered a plus.
• Strong problem-solving mindset with the ability to manage tasks efficiently and meet deadlines.
• Fluent in both written and spoken English, with excellent interpersonal and relationship-building skills.
• Skilled in prioritization and capable of managing multiple tasks or projects simultaneously in a fast-paced environment.
• Self-motivated, detail-oriented, outcome-oriented, and highly accountable in both independent and collaborative settings.