Customer Service Specialist (C&B)

Overview

SME Campaign & Bonus (This position focused on campaign, events, etc.)

Responsibilities

• Address, resolve and follow-up on event-related issues escalation and concerns.
• Provide updates on existing event changes, new event announcements, and event winners list including chatbot & webform.
• Maintain communication with all event-related product managers and PIC to ensure excellent user experience from pre- to post-participation.
• Develop, review and update event-related SOPs and knowledge base including;
• Organize, update and announce relevant guidelines, product changes or new mechanisms to ensure all Customer support members can accurately and efficiently resolve user inquiries.
• Assist in addressing user and product inquiries on social media platforms and cases related to platform products.
• Analyze user feedback and experiences regarding events and event products, providing actionable insights...