美团Customer Service Representative

Key elements of the job include: • Manage demand and supply to ensure material availability progress • Secures material availability by actively monitoring operational logistics paragraph • Drives results through ASML sectors and with suppliers • Manage internal/external stakeholders requirements and expectations in proper behaviors and skills • Drive supply chain operation to secure plan feasibility and realization, as well continuous improvements on efficiency • Manage performance and development of site and individual Candidate’s profile: • Proven track record in areas of service and operations management, in a high-tech or otherwise highly complex and cross-sectorial business environment • Can manage high dynamics, whilst having the drive to structure • Advanced analytical and complex problem solving skills, to identify relevant supply chain drivers, as well as perseverance and project management skills to actually generate impact

- Serving as the main point of contact for our clients and business partners, addressing their inquiries and concerns via phone, email, and chat - Proactively liaising with various operation teams to resolve issues - Providing accurate and detailed information regarding our brokerage services, including investment products, trading platforms, and account features - Assisting clients with account opening, transfers, deposits, withdrawals, and other account-related transactions - Resolving client complaints and issues in a timely and professional manner, escalating to higher management or other departments when necessary - Maintaining client records and updating of account information in our CRM system - Collaborating with internal teams to continuously improve customer service processes to enhance the client experience

1. Omni-Channel Customer Service Product Planning & Delivery Own the full product lifecycle of the international customer service platform, covering global voice/contact center (CC), online IM/social media (WhatsApp, LINE, Messenger, etc.), and email ticketing channels — from strategic planning and solution design through development delivery and continuous iteration. 2. Global Telecommunications Infrastructure Lead the architecture design of the global contact center communication stack. Drive vendor evaluation, technical integration, and go-live of overseas telephony platform providers (e.g., Genesys, Twilio, Avaya). Manage number resource planning, carrier onboarding, and cross-border voice link optimization to ensure call quality and service reliability worldwide. 3. Vendor & Channel Ecosystem Management Establish and maintain partnerships with global number providers, telecom carriers, and social media channel partners. Define end-to-end product design, SLAs, and operational runbooks across a multi-vendor environment to ensure service continuity and regulatory compliance. 4. Product Design & Documentation Own solution design for core modules across the entire product line. Deliver comprehensive PRDs, interaction prototypes, and technical design documents; drive design reviews and ensure closed-loop execution from spec to release. 5. Cross-Regional Collaboration & Project Delivery Coordinate with engineering, operations, and business teams across China and international regions. Drive project delivery, production incident response, and system performance optimization to continuously elevate global customer service communication capabilities and user experience.

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