Description

We hire the world’s brightest minds, offering an environment in which they can relentlessly detect, design, and drive solutions to directly improve the CakeResume customer experience, and provide world-class customer service. We do this every day by solving complex business and technical problems with ingenuity and simplicity.

The Customer Experience, Customer Service Representative is a core member of CakeResume, who leverages the unique perspective into the customer experience as seen, and heard from CakeResume's communication channels.

The responsibilities of a Customer Experience, Customer Service Representative includes, (but is not limited to):

• Advocate on behalf of the Customer during all business engagements to ensure a consistent and valuable experience.
• Drive people, process, and initiatives to optimize the Customer experience end-to-end.
• Deliver program quality improvements based on Customer feedback and core Customer Service performance measurements.

Critical Skills To Be Successful

• Driver: Ability to successfully deliver end-to-end projects, working through obstacles along the way across multiple teams and organizations.
• Problem Solver: Ability to utilize exceptional problem-solving skills to work through complex challenges.
• Communicator: Ability to communicate clear and concise expectations and requirements with business and technology teams. Capacity to present well-reasoned and data-driven proposals in both verbal and written form.
• Skilled in building and maintaining relationships with different individuals.
• Exemplary written and oral communications skills in Mandarin Chinese and English.
  
  

Qualifications

• Bachelor’s Degree
• 1+ years of experience serving large scale services
• 1+ years of experience improving customer experience through online 
• 1+ years of experience working cross-functionally with product management, business development, and operational support teams

Bonus Qualifications

• Experience in operating online customer messaging and service softwares like Intercom, Zendesk etc.